Live and Study EU Replaces Random Spot-Checks With a Scorecard on Every Call
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Live and Study EU has spent over nine years helping clients from around the world legally relocate to Europe, handling visa applications, job placement, and accommodation support along the way.
Located
Eastern Europe
Industry
Business Services
70+
2
55%
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Book a DemoThe company runs 60-70 conversations a day split across two very different motions: consultative B2C client calls and negotiation-driven B2B partnership calls. Leonid Honchar, Head of Advisor Service, needed one system that could hold both to account without blending them into meaningless averages.
The Challenge
Before Outdoo, Leonid was sampling: "I randomly click on a couple of phone calls, but I'm not sure if I see the real picture." With dozens of calls a day across a growing team, spot-checks couldn't surface who was actually following the playbook and who wasn't.
The stakes were higher than routine coaching. Some managers, chasing their own commission targets, had misrepresented the company's services to prospects, promising things Live and Study EU doesn't offer. Without call-level visibility, that behavior went unnoticed until it had already done damage.
“We work absolutely legally, and for us the reputation is the most important asset. Some managers misrepresented our brand to hit their own financial goals, and we couldn't check it at all. We found out only after the fact, and we ended up doing the refunds, returning the finances.”
The timing compounded the problem: Leonid was restructuring the company at the same time, standing up new departments and processes he had no reliable way to verify were actually being followed.
Layered on top was a measurement problem. B2C calls are consultative and B2B calls are negotiations, so scoring both against one standard produced comparisons that meant nothing.
The Solution
Outdoo now scores every call automatically, giving Leonid a complete picture instead of a sampled one.
Automatic Scoring on Every Call
Outdoo integrates directly with Google Meet, capturing transcripts and scores on every call without changing how the team works. Reps don't have to remember to turn it on, and it doesn't interrupt the call.
Two Scorecards, Not One
Live and Study EU runs separate scorecards for its B2C and B2B motions. As Leonid put it: "Having separate scorecards for B2C and B2B means I am not comparing apples and oranges."
Finding the Real Cause Behind a Low Score
A month into using Outdoo, Leonid cross-checked the team and found one manager scoring below average, despite knowing she was strong. Digging into the data, he found the gap: her calls averaged 12-13 minutes against a 7-minute team average, because she was going deeper into service details than the script called for.
One coaching conversation later, she cut the unnecessary depth. Within a week, her TPI rose 20-30%, not because she got better at the call, but because the time she freed up let her take more calls in the same shift.
“The numbers never lie. If nine members of the team work at the average level and you underperform, and you all have the same tools, the same leads, the same everything, that means there's a problem specifically with you. It's not just that one manager is better and another is worse. It gives us the perfect comparison.”
From Surveillance to Competition
Rolling out call scoring to a sales team is delicate. Leonid had been a salesperson himself and knew the discomfort of being watched. He made a deliberate point of framing Outdoo as a coaching tool, not a control mechanism, and gave reps specific, individual advice rather than generic feedback.
Within a couple of weeks, the team came around, and then went further. Reps began competing with each other over their AI scores, pushing each other to improve. Managers now call Leonid when Outdoo fails to auto-connect to a meeting, asking him to score it manually because they want the grade on record.
The Impact
A Stable, Predictable Team Instead of One Star and a Long Tail
The biggest change over six months shows up in the shape of the whole team's performance, not any single number. Before, one manager might hit 200-300% of target while the rest of the team sat at 40-50%. Now the team performs consistently in the 80-100% range across the board.
“The stability of the result is the main achievement we got within the last six months. Every entrepreneur wants a crew where everyone doesn't need to hit 200%. They need to know the whole team works at a decent level, and that generates the decent result.”
Reputational Risk Caught Before It Costs Money
With every call recorded, scored, and filterable, managers no longer have room to explain away underperformance with "bad leads" or "bad luck," and the company can verify what was actually said to a client before a misrepresentation turns into a refund.
Coaching That Runs Itself Into the Calendar
Leonid checks Outdoo three to four times a week for regular oversight, plus one deeper weekly session reviewing recordings, transcripts, and AI scores across the full team to prepare individual coaching conversations. Team member Anastasiia Stelmakh notes: "The coaching reports give me something structured to work from in every development conversation."
Six months in, Live and Study EU scores every call instead of a handful, and Leonid can back up what he tells his team with the data to prove it.
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