How Upstart uses PerformLine’s Call Monitoring to identify and remediate high-risk calls

About the Client

Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit.

Business Challenges

At the start of the pandemic, Upstart created a new program that allowed for deferred payments for a period of time in order to help borrowers navigate new challenges presented during COVID-19. It was critical to Upstart that their agents communicated the terms of this program accurately to protect their consumers and ensure that they understood the terms correctly. Upstart needed technology to monitor and review these calls and to flag any instances of agents not following the provided communication so that they could remediate those issues quickly.

PerformLine Solutions

• Call Monitoring to automate the review of each call minute using sophisticated speech analytics and to identify and remediate high-risk calls.

The Results

Targeted Review and Remediation

PerformLine allows Upstart to monitor, flag, and remediate trends of agents not following the provided communication script. With PerformLine’s automated monitoring capabilities and agent performance management tools, Upstart has been able to review more than one million minutes of calls to ensure accurate language and agent performance.

Increased Accuracy and Efficiency

With AI-driven speech analytics, PerformLine has allowed Upstart to monitor and remediate potential issues in an efficient manner using tools like speaker separation to quickly determine which statements are made by a customer vs. an agent.

Robust Reporting + Improved Customer Experience

PerformLine allows Upstart to easily report trends to their Operations leaders to ensure feedback is provided to their agents, ultimately improving the customer experience.