Case Study: Lending Club achieves improved agent coaching and reduced turnover with Calabrio ONE by Calabrio

Lending Club Leverages Calabrio ONE for Improved Agent Coaching

Lending Club, a small financial-services company, replaced its legacy WFO system to support contact-center growth and get a modern, easy-to-use platform with new features. The primary challenges were scalability, a technology refresh, consistent functionality across deployment models, and better tools for agent coaching and quality management.

Lending Club implemented Calabrio ONE (call recording, quality management, workforce management and analytics) integrated with its CRM and post-call surveys to centralize reporting and enable real-time graded call review and calibration sessions. The solution improved agent coaching and engagement, enabled dynamic scheduling and evaluation calibration, reduced turnover risk, and delivered actionable contact-center insights.

Lending Club

Tania C

Line of Business Manager