Case Study: Partner Bank achieves 99% faster complaint call reviews with PerformLine

How a partner bank uses PerformLine to monitor 33,000+ calls a month to identify complaints 99% faster

Partner Bank, a nationally recognized mid-sized bank, needed a scalable way to oversee communications handled by multiple fintech partners and their call centers. Its small customer experience team was manually reviewing tens of thousands of monthly calls to find consumer complaints and verify they were properly reported, a process that was time-consuming and difficult to manage at scale. PerformLine’s call monitoring and industry rulebooks helped automate this work.

With PerformLine, Partner Bank now automatically reviews 100% of partner call minutes, covering more than 300,000 minutes per month across 2,000+ agents and over 1.4 million calls reviewed overall. The solution flags complaint-related terms and speech patterns so the team can focus only on relevant call segments, making reviews 99% more efficient and saving 4.9K hours per month. PerformLine also helped the bank identify complaints in minutes instead of hours and gain a clearer view of partner performance.