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ABA: The American Bankers Association
Industry Insight

How Fulton Bank Cut Contact Center Review Time by 88%

  • Brought to you by Palqee
  • Published September 2, 2026

A practical handbook and blueprint for customer service and contact center leaders.

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Most banks evaluate only a small fraction of their customer interactions, leaving performance issues, policy gaps and growth opportunities hidden. Automated QA can expand coverage, but generic scoring often lacks the context and precision needed to support trusted decisions.

This handbook explores how full-population oversight changes that model. It includes the results of Fulton Bank’s work with Palqee Prisma, where the bank expanded review from 0.2% of calls to every customer interaction, reduced estimated performance review time by 88% and uncovered actionable insights that traditional sampling had missed.

Download to read the full text.
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