Insurance Industry Leader Achieves 30% QC Cost Reduction and 10% Revenue Increase with OnScript Integration
Our client, a leader in their industry, integrated OnScript into their operations, aiming to improve quality control, enhance revenue, ensure compliance, maintain consistency, gain better data insights, and boost management efficiency. This case study explores the significant impact OnScript has had on their business processes and outcomes.
Cost Savings
Previous Method
Onshore Labor, Internal Management Resources
The client previously relied on a combination of onshore labor and internal management resources for quality control, which was costly and complex to manage.
Impact of OnScript:
Since integrating OnScript, the client has achieved a 30% reduction in quality control costs. This saving is attributed to the automation of processes and reduced reliance on human labor.
91.67%
110/120
Score
General Sentiments:
Agent: 80%Prospect: 70%Revenue Enhancement
OnScript has contributed to a 10% increase in revenue per hour for the client.
More specific feedback to agents from A.I., leads to higher quality transfers. Equals more billable leads
Sentiment Analysis Example
Agent
Empathy
75%
Engagement and Clarity
85%
Enthusiasm
70%
General Sentiment
80%
Politeness Level
90%
Profanity
Not Detected
Coaching
To further enhance your performance, focus on expressing more empathy and enthusiasm, particularly when addressing sensitive financial matters. By actively listening and responding to clients' concerns with genuine understanding, you can build stronger rapport and trust. Additionally, try to anticipate potential difficulties the client may face and offer clear, proactive solutions to guide them smoothly through the debt relief process.
Context
The agent demonstrated a strong level of professionalism and clarity throughout the call. Their communication was precise and they maintained a positive and supportive attitude. However, there were opportunities where the agent could have shown greater empathy and enthusiasm, especially when the client was discussing their financial struggles. Improving in these areas could significantly enhance the client's experience and satisfaction.
Prospect
Empathy
60%
Engagement and Clarity
60%
Enthusiasm
50%
General Sentiment
70%
Politeness Level
80%
Profanity
Not Detected
Context
The client was generally cooperative and polite during the call, although they appeared stressed and anxious at times, particularly when discussing their debt. This could be attributed to the emotional burden of their financial situation. Their engagement was moderate, and they occasionally needed reassurance and clarification about the debt relief process. A more empathetic and supportive approach could help alleviate their concerns and build confidence in the solutions offered.
Compliance Rating Improvement
We are getting more coverage with less input on our end. We are using OnScript on new campaigns to quickly ID agents that aren not complying and get them back the right track, almost instantly. Same on existing campaigns we can more easily follow new agent trends and quickly make corrections.
Percentage Increase
+50%
Consistency Rating Improvement
Because we have exact control of each task , we can give the same feedback over and over if needed. Nothing gets missed. Basically , OnScript does not get lazy with feedback, like a human does.
Percentage Increase
+50%
Percentage Increase
+100%
Data Insight Rating Improvement
Onscript picks up on sentiment and energy well, gives us good feedback when agents aren't on there game. All of the other data points on any specific tasks gives us a great view of where we are failing/succeeding on individual campaigns. The task scoring average is instant information on how we are performing week to week or further.
Honesty of Publishers and Buyers
+80%
We can evaluate how everyone is doing there job , in a quick snap shot. Without having to check endless calls. We can ID problems very quickly.
Management Efficiency
+125%
Onscript takes on all of the information very quickly , and presents it a way that is easy to interpret and easy to get to the entire team in one shot. Previously we would have live reps listening and giving feedback , its very inconstant and things get missed, information just did not flow as smooth. Previously we would have lower performing reps "fly under the radar" , now we can catch and correct everything.
Key Metrics Summary
| Metric | Percentage Increase |
|---|---|
| Cost Savings | +30% |
| Revenue Increase | +10% |
| Compliance Rating | +50% |
| Consistency Rating | +50% |
| Data Insight Rating | +100% |
| Honesty Rating | +80% |
| Management Efficiency Rating | +125% |
Conclusion
The integration of OnScript has led to substantial 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.
