About the Client
A leading post-secondary education organization.
Business Challenges
With more than 140,000 calls coming in from both internal and external third-party call centers, this organization knew that their QA team didn’t have the bandwidth to manually review each call for compliance. But, with only a fraction of these thousands of calls being monitored for compliance, this organization knew that they were susceptible to huge amounts of risk.
This organization needed a solution that would allow them to automatically review 100% of calls for compliance without additional headcount.
PerformLine Solutions
-
Call Monitoring to automate the review of each call minute using sophisticated speech analytics and language modeling to flag only those that have potential brand and regulatory compliance violations.
-
Industry Rulebooks to monitor calls against applicable federal, state, and local regulations and their brand’s guidelines.
