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
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.
100.00%
120/120
Score
General Sentiments:
Agent: 90%Prospect: 80%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.
