Consumer Credit Counseling Firm Achieves 50% Management Efficiency with OnScript

Our client, a leading organization in the consumer credit counseling sector, integrated OnScript into their operations to enhance quality control, boost revenue, ensure compliance, maintain consistency, gain deeper data insights, and improve management efficiency. This case study delves into the significant impact OnScript has had on their business processes and outcomes, illustrating how AI-driven solutions have transformed their approach to financial counseling and customer support.

Cost Savings
Revenue Enhancement
Compliance
Consistency
Data Insight
Honesty of Publishers and Buyers
Management Efficiency
Key Metrics Summary

Cost Savings

Previous Method

Offshore Labor

The client previously relied on offshore labor for quality control, which was costly and less efficient.

Impact of OnScript:

By integrating OnScript, the client achieved a 10% reduction in quality control costs. The automation and efficiency improvements provided by OnScript significantly lowered operational expenses.

+10%

83.33%

100/120

Score

General Sentiments:

Agent: 95%Prospect: 85%

Introduction and Greeting

Confirm Speaking to Authorized Person

Debt Evaluation Overview

Verify Client Information

Discuss Debt Relief Options

Confirm Debt Amount and Types

Verify Eligibility for Programs

Information Verification and Validation

Compile List of Creditors

Provide Confirmation Statement

Address Client Concerns

Correct Misleading Information

Discuss Financial Assistance Options

Follow-Up Debt Relief Plan

Verify Documentation Completion

Evaluation Disabled

Revenue Enhancement

OnScript has contributed to a 10% increase in revenue per hour for the client.

Better Closing Percentages: The increased effectiveness of agents, facilitated by OnScript, has led to higher closing percentages, directly impacting revenue.

Sentiment Analysis Example

Agent

Empathy

85%

Engagement and Clarity

90%

Enthusiasm

80%

General Sentiment

95%

Politeness Level

98%

Profanity

Not Detected

Coaching

To improve your interactions, focus on showing more empathy and enthusiasm, particularly when addressing clients' financial concerns. Actively listening and responding with genuine compassion can build trust and rapport. Additionally, anticipate potential challenges clients might face and offer clear, proactive solutions to support them through their financial recovery journey.

Context

The agent demonstrated professionalism and clarity throughout the call, maintaining a supportive demeanor. However, increased empathy and enthusiasm could have enhanced the interaction, especially when discussing sensitive financial issues. Focusing on these areas can significantly improve the client's overall experience and satisfaction.

Prospect

Empathy

75%

Engagement and Clarity

80%

Enthusiasm

70%

General Sentiment

85%

Politeness Level

88%

Profanity

Not Detected

Context

The client was cooperative and polite during the call, though they expressed stress and anxiety at times, particularly when discussing their financial situation. This likely stems from the emotional strain of their circumstances. Their engagement was moderate, and they occasionally required reassurance and further explanation about the debt relief process. A more empathetic and supportive approach could help ease their worries and build confidence in the solutions offered.

Compliance Rating Improvement

Less BBB, Google, and Trust Pilot complaints

Percentage Increase

+43%

Consistency Rating Improvement

Easier to monitor more calls

Percentage Increase

+29%

Percentage Increase

+50%

Data Insight Rating Improvement

The the sentiment analysis has been helpful at time when trying to make out the tone of the call

Honesty of Publishers and Buyers

+50%

This has helped with keeping the sales reps on script

Management Efficiency

+50%

Our QC manager has used this tool to help coach and uptrain the reps

Key Metrics Summary

Metric	Percentage Increase
Cost Savings	+10%
Revenue Increase	+10%
Compliance Rating	+43%
Consistency Rating	+29%
Data Insight Rating	+50%
Honesty Rating	+50%
Management Efficiency Rating	+50%

Conclusion

The integration of OnScript has led to remarkable improvements in cost savings, revenue, compliance, consistency, data insight, and management efficiency for the client. By automating and optimizing various processes, OnScript has driven significant operational enhancements and financial benefits.