Live and Study EU Scores Every Call Automatically, Replacing Random Spot-Checks
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Live and Study EU helps people from Eastern Europe navigate visa applications, job placement, and accommodation for living and working in EU countries. The team handles both B2C calls with prospective clients and B2B conversations with corporate partners and recruitment agencies.
Located
Eastern Europe
Industry
Business Services
70+
2
55%
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Book a DemoLive and Study EU runs a sales team that fields 60 to 70 calls per day across two distinct conversation types: consultative B2C calls with individuals considering relocation, and negotiation-oriented B2B calls with recruitment agencies and corporate partners.
Leonid Honchar leads operations and worked with Anastasiia Stelmakh to evaluate and deploy Outdoo as the team's call intelligence and coaching platform.
The Challenge
Live and Study EU's managers handle 60 to 70 calls per day. At that volume, reviewing every conversation manually isn't realistic, and random spot-checks don't give leadership a reliable picture of what's happening across the team. As Leonid put it: 'I randomly click on a couple of phone calls, but I'm not sure if I see the real picture.'
The company also needed to distinguish between B2C calls, which follow a structured consultative pattern, and B2B calls, which are less scripted and rely more on individual judgment. Applying one framework to both conversation types would produce data that meant nothing for either.
Without scorecard data across the full call set, Leonid could see that a manager had an average score of 3.9, but couldn't tell which specific behaviors needed work without listening to individual calls. Coaching conversations were based on impressions rather than evidence. Managers whose calls happened to get reviewed received feedback; others went extended periods without any.
The Solution
Scoring every B2C call automatically without extra work
Outdoo's notetaker joins Google Meet calls automatically, captures transcripts, and scores each conversation against the B2C scorecard without requiring managers to change anything about how they work. Leonid gets a full team view of performance across every call, not a sample.
The color-coded scorecard matrix makes it straightforward to see which competencies are weak across the team versus weak for one person. That distinction matters when deciding whether to run a team training session or a one-on-one coaching conversation.
“Before Outdoo I was randomly clicking on calls and hoping I was seeing the real picture. Now I can see every manager's performance across every call and know exactly which behaviors need work.”
Running separate scorecards for B2C and B2B calls
The B2B scorecard runs on a separate framework built around the negotiation and relationship-building behaviors that matter in corporate partner calls. Outdoo's team worked with Leonid to configure both scorecards against actual call recordings, so each framework reflects what good looks like in that specific conversation type.
Weekly coaching sessions start from the dashboard data. When a manager scores low on a specific competency, Leonid can pull the actual call moments that drove the score rather than relying on general observations. The coaching conversation shifts from 'I noticed you do this' to 'here is the call and here is your score on it.'
“Having separate scorecards for B2C and B2B means I am not comparing apples and oranges. The data for each conversation type reflects what actually matters in that type of call.”
Generating 15-day performance reports for every manager
For any manager with at least 20 to 25 calls in a reporting period, Outdoo generates a structured 15-day report covering performance trajectory and development areas. Leonid and Anastasiia can walk into a coaching session with the analysis already done.
New managers reach consistency faster because the scorecard makes expected behaviors explicit from day one. Instead of a vague sense of what good looks like, they can see exactly where they score relative to the team average and what to work on.
“The coaching reports give me something structured to work from in every development conversation. I am not trying to remember what I heard in a call from two weeks ago. The data is already organized and ready to use.”
The Impact
Live and Study EU moved from random call sampling to a systematic coaching model. The 60 to 70 daily calls that previously represented an unmanageable review burden now produce a structured data set that makes team performance visible without Leonid listening to more than a fraction of conversations.
All 60-70 daily calls scored without manual review
Automatic scoring means coaching data reflects what's actually happening across the team, not just the calls leadership happened to open. Leonid can identify patterns across every manager rather than patterns in a sample.
Two scorecards producing directly comparable data by call type
B2C consultative calls and B2B negotiation calls are evaluated against criteria appropriate to each. Cross-type comparison no longer distorts the data by applying one framework to two fundamentally different conversations.
15-day reports replacing manual pre-coaching analysis
Automatically generated reports have replaced the work of building performance analysis before each coaching session. Leonid and Anastasiia can spend coaching time on development rather than on assembling the data that makes development possible.
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