Insights
One of the biggest challenges Quality Assurance teams face today is managing their time effectively.
Under pressure, under-resourced and often under-valued, being responsible for running a Quality Assurance programme in any organisation can be a challenge. Throw in a global pandemic and businesses needing to cut costs and you may have felt the pressure dial go up a couple of notches.
Despite this, you and your team are likely to still be using that old spreadsheet Maureen created before she left. Perhaps you are using a standalone QA product instead that, like a parrot, simply repeats the data back to you in a slightly more engaging way.
Hey ho – but the spreadsheet is free and you might be thinking your business isn’t going to be in a position to invest money in a new Quality Assurance platform right now.
However, is that spreadsheet really free?
Time is money – if you’re spending time duplicating data from one system to another, or manually selecting calls to evaluate, then the ‘free-on-the-face-of-it’ spreadsheet might be costing your business more money than you think.
Think about how much time it takes you to perform one evaluation. Break that down even further and you’ll discover that a large proportion of that 25 minutes isn’t adding any value.
- Typing the start date and time out – 5 seconds
- Swapping between screens, another 5 seconds
- and the wastage continues…
We regularly have conversations with Contact Centres who are in this position – it’s painful. Thankfully, we hear everyday that we are saving our customers time, and therefore money, by setting up an Integration and using our new Work-Q feature.
On average, we hear most QA teams using EvaluAgent increase productivity by over 285%!
What about your business? Do you want to know how much time you could save by switching to EvaluAgent? Give our time-saving calculator a try! It’s anonymous, and it’ll display your results immediately!
How much time could you save?
https://app.calconic.com/api/embed/calculator/5f856c2bddd8c7001ed78a02
So maybe it’s time to re-think your ‘free’ spreadsheet or that ‘cheaper’ QA software…
Every Contact Centre leader is looking to streamline processes, save time, and save money, at the moment. Maybe it’s time for you to step up. Be a hero, upgrade to a new QA platform and ditch the duplicate effort for good.
By Tom Palmer
Tom is EvaluAgent’s Head of Digital and takes the lead on developing and implementing our digital and content management strategies which results in creating a compelling, digital-first customer marketing experience.
