How Auditwise Helped One Utility Company Streamline Their QA And Improve Agent Engagement

The Utilities industry is an increasingly competitive environment in which operational excellence, regulatory compliance and outstanding customer service are all essential.

In this case study we examine our customer’s business transformation journey and how they were able to optimise operational processes and elevate performance with AuditWise as their QA tool. As one of the leading independent providers of connectivity, voice, phone systems, networking and mobiles, it is essential that their customers have a great experience and leave satisfied after every interaction.

What quality monitoring system were you using prior to AuditWise?

Prior to Auditwise, our quality monitoring system primarily relied on an Excel VBA form. It required ongoing maintenance and manual updates, which was time-consuming and inefficient. As our requirements evolved, we recognised the limitations of Excel, particularly in terms of scalability, adaptability, and automation. We also briefly explored an alternative software solution. However, we soon realised that it did not meet our needs as it turned out to be more of a Sales coaching tool rather than a comprehensive scoring system.

 

What were your original requirements?

Our main requirement was a system that allowed us to easily create and update scorecards. We needed the flexibility in response to changing business needs. By having a solution that offered intuitive scorecard creation capabilities, we aimed to streamline the process of defining scorecard criteria and ensure alignment with our organisation’s objectives. We needed a solution that would be easy for our team to use, without requiring extensive training or technical expertise. It was important to have a platform that offered a user-friendly interface and intuitive navigation.

 

How did you find the onboarding process?

Our account manager’s, have been influential in ensuring a smooth onboarding experience. They have been proactive in checking in with us at every step, ensuring our needs are met and addressing any questions or concerns we may have. During the onboarding process, we had the opportunity to have demos with the developers. These demos allowed us to fully understand the capabilities of the AuditWise platform and how it could be tailored to our specific requirements. The developers were knowledgeable and responsive, providing valuable insights and addressing any queries we had.

 

What changes have you noticed since switching to AuditWise?

One change we have observed is improvement in agent engagement, leading to more effective feedback sessions and a shift towards coaching and development. Prior to AuditWise, we faced challenges in ensuring that our agents fully understood the scorecards and the criteria on which they were being assessed. This lack of clarity often resulted in feedback sessions focused on simply relaying assessment results. The portal allows our agents to access the questions being assessed and understand the reasoning behind each assessment before the feedback session takes place. This has shifted the focus towards meaningful discussions on areas for improvement and growth.

 

What benefits has AuditWise provided for your organisation?

Previously, maintaining a VBA form was a time-consuming task that required extensive effort and delays when making changes or conducting testing. However, we can now assess specific elements within seconds and eliminate the need for manual work. This allows us to respond swiftly to business needs, resulting in improved productivity.

Another benefit is the enhanced visibility provided by AuditWise. In the past, managing outstanding corrections and tracking progress was a challenge, often relying on scattered emails and manual coordination. However, with AuditWise’s platform, we now have a centralised system that provides real-time insights into open and closed ‘Actions’. This increased visibility ensures that no tasks slip through the cracks, enabling more effective collaboration and ensuring timely completion of necessary corrections.

Lastly, our agents now have a better understanding of the expectations and standards. This increased clarity has led to more productive and beneficial conversations between agents and my team, resulting in improved performance and customer satisfaction.

 

How do you find the support from AuditWise?

Unlike many other businesses that collect customer feedback without taking meaningful action, AuditWise stands out by actively encouraging feedback and collaborating with us to ensure the desired outcomes are achieved. Our dedicated account managers, have been instrumental in providing outstanding support. They consistently reach out to us, demonstrating their commitment to our satisfaction. This regular contact not only reinforces the strong partnership we have with AuditWise but also allows us to address any concerns or explore further opportunities for improvement. What sets AuditWise apart is the unwavering dedication of their developers. Regardless of the complexity of our requests, they have consistently gone above and beyond to provide the necessary assistance.

In summary, how would you describe your experience with AuditWise and what it means for your business?

Our experience with AuditWise has been exceptional, bringing tangible benefits to our business. One standout aspect is their genuine and customer-centric approach, which sets them apart from other suppliers. AuditWise’s team not only possesses in-depth expertise in their field but also demonstrates a true commitment to understanding our unique business needs.

 

Would you recommend AuditWise to other businesses?

Based on our positive experience, I would highly recommend AuditWise to other businesses. I believe it’s a valuable asset for enhancing operational efficiency, driving performance improvements, and achieving quality assurance objectives.

How AuditWise resolved inconsistencies in quality checks and prioritised agent development

What problems did you experience with the previous quality checking system?

When I joined the business the team manager was using a QC check list created on an excel document. This was a basic form which summarised Yes/No answers. Different people would use the QC form to score calls, one of my jobs would be to check the call had been marked correctly. On occasion I found inconsistencies with marking, this was due to the individual’s subjective interpretations.

 

What were you looking for from a solution?

As the Training Manager for So Smart Money I was looking for a solution to improve efficiencies and provide consistency within my training team.

 

What was the onboarding process?

We started working with Auditwise in September 2018. After a web demo with Hayley, my directors they agreed to let me start a trial to see what benefits it could give our business.

 

What changes have you noticed since switching to the AuditWise platform?

The first thing to mention is that the platform was easy to navigate! I initially built several different score cards to match our scripts. I was able to highlight key areas such as compliance, mandatory script requirements & break down each section of our script. The QC’s can be weighted in priority depending on the importance of the question.

 

What benefits has AuditWise given to your company?

Auditwise has given our business many benefits for example:

  • Clear accurate results. We see a clear correlation between top performing sales agents figures and high scoring QC’s.
  • No more subjective results or comments (I can set general feedback/comments and guidance depending on the outcome)
  • The agent can get instant feedback via emailed to them as soon as the QC has been scored. This means they can implement any changes needed immediately.
  • The agents can look at their scores and trends in the staff view portal
  • I can provide my directors with up to date reporting, either by individual, team or department whenever they request it
  • Tracking agent’s development, this has been very effective with both staff development and performance management
  • Training the trainers: calibration allows me to ensure the marking is consistent at all times.

 

In summary, how would you describe your experience with AuditWise and what it means to your business?

Auditwise has become an essential part of our business and has given me the efficiencies and consistency we needed and more! My account manager and is always on hand to help with anything I need, he can usually fix anything over the phone or email but has also took the time to meet with me face to face to understand how our business works. The service from Auditwise has been excellent from day one, they are always willing to help and support me and my team.

 

Case Study:

SoSmart Money, previously known as Money Hospital, are an independent money advice and information service part of Simply Online Media. Founded in 2005, the business has its roots in Chester but provides services in personal money matters across the country. SoSmart Money's mission is to "help our customers understand their finances and stretch their money that little bit further." Their relationships with specialist providers give their customers access to a range of great deals ranging from credit cards to travel insurance.

 

The Challenge

SoSmart Money was running a basic quality check system through Excel, there was no dedicated platform for clear, consistent and concise scoring as it was subjective to each person's terms.

The previous quality check system was a spreadsheet within Excel consisting of a checklist. The form was basic and contained closed questions meaning that answers never went further than a yes or no. The form was used by different people who each scored calls, these would be passed to the training manager who could ensure they were scored correctly. However, on occasion there would be inconsistencies with marking, this was due to individual's subjective interpretations.

 

The Goal

The Training Manager at SoSmart Money was looking for a solution to improve efficiencies and provide consistent training to their team.

SoSmart Money was looking for a provider of auditing software that was customisable to their business needs. They required a system that could track development and deliver direction for consistent training. Implementing a bespoke scoring system was important.

 

The Solution

At UK IT Networks, our priority was providing a system that could ease the challenges SoSmart Money were facing. Our proposed solution was the AuditWise platform - a cloud system that could provide bespoke scorecards and be overseen by the Training Manager. Initially, the platform was implemented as a trial to see what benefits it could give the business. After a web demonstration and some time on the platform, AuditWise was integrated in September 2018.

 

The Impact

"The first thing to mention is that the platform was easy to navigate" Onboarding to AuditWise means that SoSmart Money can build different scorecards to match their call scripts. They can highlight key areas such as compliance and mandatory script requirements and break down each section of their script. The quality checks are weighted in priority depending on the importance of the question. Other benefits of the platform:

  • Clear accurate results - Visible correlation between top-performing sales agents figures and high scoring QC’s.
  • No more subjective results or comments - Set general feedback/comments and guidance depending on the outcome
  • Instant feedback - The agent can get instant feedback via email as soon as the QC has been scored. Change can be implemented immediately
  • Performance Tracking - The agents can look at scores and trends in the staff view portal
  • Reporting - Provide directors with up to date reporting, either by individual, team or department.
  • Agent Development - Track staff and agent development and performance management
  • Consistency - Calibration ensures marking is consistent at all times

 

"AuditWise has become an essential part of our business and has given me the efficiencies and consistency we needed and more! My account manager and is always on hand to help with anything I need, he can usually fix anything over the phone or email but has also taken the time to meet with me face to face to understand how our business works. The service from Auditwise has been excellent from day one, they are always willing to help and support me and my team."