About the Client
A nationally recognized mid-sized bank committed to fulfilling the needs of individuals, small enterprises, and major corporations through a full range of competitive, personalized products and services.
Business Challenges
This leading mid-sized bank works with multiple partners that each have their own call centers. Collectively, these partners send an average of 30,000 calls to the bank per month for review.
The bank’s customer experience team of two was tasked with reviewing as many calls as possible, manually identifying calls with consumer complaints, cross-checking calls with complaint reports from partners, and reviewing the content of each individual complaint—all of which was very time-consuming and overwhelming for a small team.
This bank needed a scalable solution to automate the review of all call minutes being submitted from their partners without hiring additional headcount.
PerformLine Solutions
- Call Monitoring to automatically monitor the customer experience and identify complaints among thousands of calls from partner call centers.
- Industry Rulebooks to monitor for terms and customer speech patterns that are indicative of a complaint, and flags those specific parts of the call for review.
