Contractor Matching Service Achieves 50% Cost Savings with OnScript
A leading contractor matching service, Local Spark, implemented OnScript to streamline their operations. This resulted in a 50% reduction in quality control costs, a 133.3% improvement in management efficiency, and an 80% increase in honesty ratings. Consistency in quality control improved significantly from 3/10 to 8/10, and data insights rose from 1/10 to 6/10. This case study explores how OnScript has transformed Local Spark’s operational processes and efficiency.
Cost Savings
Previous Method
Onshore Labor
The client previously relied on onshore labor for quality control, which was costly and complex to manage.
Impact of OnScript:
95.83%
115/120
Score
General Sentiments:
Agent: 85%Prospect: 75%Revenue Enhancement
OnScript has not contributed to a direct increase in revenue per hour for the client. However, it is utilized to identify client mishandling of calls or down phone numbers.
Sentiment Analysis Example
Agent
Empathy
85%
Engagement and Clarity
90%
Enthusiasm
80%
General Sentiment
85%
Politeness Level
95%
Profanity
Not Detected
Coaching
To further enhance your performance, focus on expressing more empathy and enthusiasm, particularly when addressing client concerns. Actively listening and responding to clients' needs with genuine understanding will build stronger rapport and trust. Additionally, anticipate potential challenges the client may face and offer clear, proactive solutions to guide them through the process smoothly.
Context
The agent demonstrated a high level of professionalism and clarity throughout the call. Their communication was precise and supportive. However, opportunities to show greater empathy and enthusiasm were noted, especially when addressing client concerns. Improving these areas could significantly enhance client satisfaction.
Prospect
Empathy
70%
Engagement and Clarity
70%
Enthusiasm
60%
General Sentiment
75%
Politeness Level
85%
Profanity
Not Detected
Context
The client was generally cooperative and polite, though they appeared stressed at times, particularly when discussing project details. This could be due to the complexity of their needs. Their engagement was moderate, occasionally needing reassurance and clarification. A more empathetic approach could help alleviate their concerns and build confidence in the solutions offered.
Compliance Rating Stability
We do not really have compliance concerns as we are not OB
Percentage Increase
+0%
Consistency Rating Improvement
Standardized practices are helpful
Percentage Increase
+100%
Percentage Increase
+500%
Data Insight Rating Improvement
More integration to come that will add significant value in coming 60 days.
Honesty of Publishers and Buyers
+700%
This is the entire value for us
Management Efficiency
+600%
Only one person to manage 2500 calls a day
Key Metrics Summary
| Metric | Percentage Increase |
|---|---|
| Consistency Rating | +100% |
| Data Insight Rating | +500% |
| Honesty Rating | +700% |
| Management Efficiency Rating | +600% |
Conclusion
By automating and optimizing various processes, OnScript has driven significant operational enhancements and financial benefits.
