The pain:
Because QA teams and Ops are typically different departments then silos quickly form.
- As a result, Quality Assurance quickly becomes a tick-box exercise offering little value to the organisation.
- Leaders get frustrated they don't have the data they need to resolve errors.
- QA teams waste time compiling multiple spreadsheets to provide "simple" data points to the business.
- Team Leads don't know how to improve the performance of individual agents
- Agents are demotivated due to the lack of performance data they receive and with focus only being given to things that have gone wrong
Root-cause:
- Analysing too many data points / reports leading to confusion among operational teams. Often a cause when already using systems
- No single source of truth that everyone trusts
- Data requires additional manipulation prior to sharing with Agents or Senior Leaders
- Using a custom-made tool such as Google Forms feeding a free BI tool like PowerBI.
Impact:
-
Nobody is able to demonstrate how QA data is being used within performance=management activities
- Unable to show the correlation between effort <> improvement
- Entire activity quickly becomes de-prioritised, excluded from planning discussions and forgotten.
Evidence statements:
Audio snippet from case study recording talking about the power of connected workflows:
https://otter.ai/s/pDcKNdLtRa6BwVWGrfchFQ?snpt=true
The subsequent quote included:
"I can't recommend this platform enough. Before EvaluAgent, we had a vision for how Quality Assurance should work but didn't have the tools to accomplish it. Now our team is focused on supporting our front-line teams to improve rather than debating the accuracy of data or spending days compiling multiple spreadsheets." - PInnacle
Features to show
- Dashboard
- Agent Insight Report
- One-to-Ones and Actions
- 1-to-1 records & actions (click all the way down to an agent to reveal complete records & outstanding actions)
- Analyse Quality Feedback