Prominent BPO Sees 40% Cost Savings with OnScript

Our client, a prominent player in the industry, leveraged OnScript to overhaul their quality control, revenue generation, compliance, consistency, data insight, and management efficiency. Here’s a comprehensive analysis of the positive impact OnScript has had on their business.

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

Cost Savings

Previous Method

Onshore Labor and Internal Management Resources

Before OnScript, the client utilized onshore labor and internal management resources for quality control, which was both costly and labor-intensive.

Impact of OnScript:

The client reported a 40% reduction in costs since integrating OnScript. This significant saving was achieved by automating quality control processes and reducing dependency on human labor.

+40%

100.00%

120/120

Score

General Sentiments:

Agent: 90%Prospect: 80%

Introduction and Greeting

Confirm Speaking to Authorized Person

Appointment Scheduling

Verify Patient Information

Discuss Treatment Options

Confirm Insurance Details

Verify Eligibility for Services

Information Verification and Validation

Compile Medical History

Provide Confirmation Statement

Evaluation Disabled

Address Patient Concerns

Correct Misleading Information

Discuss Eligibility for Financial Assistance

Follow-Up Appointment Scheduling

Verify Medication List

Evaluation Disabled

Revenue Enhancement

OnScript has substantially increased the client’s revenue per hour, with a reported rise of 30%.

Transcription of each call , minimum Human error , speed effectiveness and list goes on

Sentiment Analysis Example

Agent

Empathy

80%

Engagement and Clarity

85%

Enthusiasm

75%

General Sentiment

90%

Politeness Level

95%

Profanity

Not Detected

Coaching

To enhance your interactions further, concentrate on demonstrating increased empathy and enthusiasm, particularly when addressing patients' concerns. By actively listening and responding to their needs with genuine compassion, you can foster stronger trust and rapport. Additionally, anticipate potential challenges patients might face and offer clear, proactive solutions to support them throughout their healthcare journey.

Context

The agent exhibited a high level of professionalism and clarity throughout the call, maintaining a positive and supportive demeanor. However, there were moments where increased empathy and enthusiasm could have enhanced the interaction, especially when discussing sensitive health issues. Focusing on these areas can greatly improve the patient's overall experience and satisfaction.

Prospect

Empathy

70%

Engagement and Clarity

75%

Enthusiasm

65%

General Sentiment

80%

Politeness Level

85%

Profanity

Not Detected

Context

The patient was generally cooperative and polite during the call, though they expressed stress and anxiety at times, particularly when discussing their medical concerns. This likely stems from the emotional strain of their situation. Their engagement was moderate, and they occasionally required reassurance and further explanation about the healthcare process. Adopting a more empathetic and supportive approach could help ease their worries and build confidence in the care provided.

Compliance Rating Improvement

We were able to reduce onShore/OffShore staff with the benefit of covering almost 100% of the volume. Ultimately resulting in more production

Percentage Increase

+50%

Consistency Rating Improvement

Human emotions, Family emergencies, Sickness and most importantly Human error

Percentage Increase

+50%

Percentage Increase

+100%

Data Insight Rating Improvement

OnScript has provided deeper insights into data points previously overlooked, allowing the client to sample and analyze data more effectively.

Honesty of Publishers and Buyers

+29%

By sharing actual transcriptions and findings from OnScript, the client has enhanced transparency and accountability among publishers, affiliates, and buyers.

Management Efficiency

+34%

OnScript has improved the efficiency of quality control supervisors and management by providing precise statistics and reports, enabling quicker problem detection and resolution.

Key Metrics Summary

Metric	Percentage Increase
Cost Savings	+40%
Revenue Increase	+30%
Compliance Rating	+50%
Consistency Rating	+50%
Data Insight Rating	+100%
Honesty Rating	+29%
Management Efficiency Rating	+34%

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.