Performance Marketing Firm Achieves 50% Cost Savings and 10% Revenue Increase with OnScript Integration
Our client, a significant entity in performance marketing, utilizes OnScript to enhance their service offerings. They focus on optimizing digital marketing strategies for their clients, integrating data-driven insights to ensure effective campaign management. OnScript has notably improved their quality control, revenue generation, compliance standards, consistency, data analysis capabilities, and overall management efficiency. This case study highlights the transformative impact of OnScript on their operational processes and business results.
Cost Savings
Previous Method
Offshore Labor, Onshore Labor, and Internal Management Resources
The client previously relied on a combination of offshore labor, onshore labor, and internal management resources for quality control, which was costly and complex.
Impact of OnScript:
By integrating OnScript, the client achieved a 50% reduction in quality control costs. Automation and efficiency improvements provided by OnScript significantly lowered operational expenses.
95.83%
115/120
Score
General Sentiments:
Agent: 85%Prospect: 75%Revenue Enhancement
OnScript has contributed to a 10% increase in revenue per hour for the client.
Quick and Accurate Feedback Loop: The feedback loop between call agents, managers, and the media buying team allowed for rapid adjustments in scripting, advertising, and agent performance, leading to increased revenue.
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, especially when addressing sensitive financial matters. Actively listen and respond to clients' concerns with genuine understanding to build stronger rapport and trust. Additionally, 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 high level of professionalism and clarity throughout the call. Their communication was precise, maintaining a positive and supportive attitude. However, there were opportunities where the agent could have shown greater empathy and enthusiasm, especially when the client discussed their financial struggles. Improving these areas could significantly enhance the client's experience and 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 during the call, though they appeared stressed and anxious at times, particularly when discussing their debt. This could be due to the emotional burden of their financial situation. Their engagement was moderate, occasionally needing 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 have the ability to quickly flag any calls which need manager attention
Percentage Increase
+25%
Consistency Rating Improvement
It's reduced overhead, made for timely reporting and consistency with our call dispositions
Percentage Increase
+100%
Percentage Increase
+29%
Data Insight Rating Improvement
Prior to onscript, every call needed to be manually listened to from beginning to end to collect QC data. We now have it in real time and can pivot to new important data points as needed
Honesty of Publishers and Buyers
+67%
We'd have to have a human listen to every call previously or just a sample to gauge publisher performance. We now get feedback automatically which is shared with publishers to not only keep them honest but help them improve quality
Management Efficiency
+43%
Onscipt has made the QC process fast, efficient and inexpensive for us
Key Metrics Summary
| Metric | Percentage Increase |
|---|---|
| Cost Savings | +50% |
| Revenue Increase | +10% |
| Compliance Rating | +25% |
| Consistency Rating | +100% |
| Data Insight Rating | +29% |
| Honesty Rating | +67% |
| Management Efficiency Rating | +43% |
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.
