Case Study: Leading Mortgage Lender achieves 27x more agent scorecards with PerformLine

How a leading mortgage lender uses PerformLine’s Call Monitoring to build scorecards and improve agent performance

Leading Mortgage Lender, a nationally recognized direct mortgage lender, was struggling to accurately and efficiently review agent performance and document scorecards. Their small internal QA team was manually sampling calls and tracking results in Excel, but the process was time-consuming, inconsistent, and unable to provide reliable insight into loan officer performance or support scaling.

PerformLine implemented Call Monitoring and Business Intelligence to monitor all phone communications from 100+ loan officers and customer service representatives, generate scorecards, and deliver clearer insights into agent behavior and script adherence. With PerformLine, the lender achieved 100% call coverage, increased call coverage by 20x, and produced 27x more agent scorecards, while also improving training, coaching, and overall agent performance.