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
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.
83.33%
100/120
Score
General Sentiments:
Agent: 95%Prospect: 85%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.
