quality control tool - contact center
TRANSCRIPT
Quick Audits Contact Center
General Presentation
www.quickaudits.io
History and description Our tool is born out of the necessity to make the quality control process in call centers more agile and transparent.
In an industry with high churn and a young work force, we understood that delivering timely feedback to employees about their performance, was key for their development.
Our Software as a Service solution (SaaS) is the end result of an evolutionary process that started with a set of Excel files linked together in a local server, which turned into specific software developed for different companies and has been refined into a powerful and versatile solution that can be accessed from any device and any geographical location.
Quick Audits allows users to create custom evaluation forms for each campaign, perform evaluations with different users and gain access to results in real time.
Our dashboards and reports turn data into information which can be accessed by users according to their roles.
www.quickaudits.io
Characteristics
Our solution is hosted in world renowned data centers in the U.S. and has the capability of creating evaluation forms that are sectioned off in question groups (e.g. questions about the greeting, product knowledge, call closing, etc.), which can be given different weights according to their importance. Evaluation form advantages:
Can be executed from a PC, tablet or mobile phoneResults are recorded in centralized databasesContain a free text field for comments or indicationsThey can be accessed by a URL o QR code (for customer satisfaction surveys)Agents have autonomous access to their own results
www.quickaudits.io
Características (contd.)
www.quickaudits.io
Characteristics (contd.)
Even though our technology improves the evaluation process, the real added value comes from the information generated by our dashboards and reports. They process data in real time and show key indicators that trigger the continuous improvement process.
Dashboards and reports advantages:
They continuously process data for each campaign, their areas and show how these affect the global scoreCalculate the result each campaign needs for the rest of the month in order to reach a given goalThey grant access to information for each employee according to their role and responsibilityPartially automates the feedback and coaching processThey allow access to useful information outside of the office environment (e.g. accessing own results from a mobile phone on the commute to work)
www.quickaudits.io
Dashboard
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Dashboard (contd.)
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Dashboard (contd.)
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Reports
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Reports (contd.)
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Competitive advantages
Quick Audits’ purpose is to keep all members of the organization informed and to do so in the fastest, most efficient fashion.
As a consequence the organization can achieve the following:
Drastically increase the agents’ learning curveIncrease the sample size due to the tool’s agilityReduce direct and indirect costIncrease revenue on campaigns with variable invoicingReduce the chances of fraud and Better Business Bureau complaintsIncrease the number of sales and their quality in telemarketing campaignsGet a real time helicopter view of every team, shift and agentImprove KPIs such as AHT, FCR y RPA in customer service campaigns
www.quickaudits.io
Licensing policy
We believe that technology, in this case SaaS, offers great advantages for Quick Audits and our clients.
Even though there are cost of development and maintenance, we are honest about the fact that our marginal cost increase is lower as we grow our user base. For this reason we offer an accelerated drop in the price per user as our client creates more users.
To learn more visit our website and download our volume price sheet. You can also access a test account where you will be able to see and play around with our tool: • http://app.quickaudits.io/auth
- User (email): [email protected] Password: demodemo
