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Dynamic analytics-based scoring 
Transparent and objective, reducing the effort overhead

Powerful reporting tools bespoked for you 
Tailored by role, with agent performance portals giving real-time access

Reducing the QA overhead 
Efficient and effective, where you pay for what you see

Geographic separation and objectivity 
GDPR and PCI compliant with all data held in UK Datacentres

Say goodbye to…

  • A ‘low-value, expensive back-office function

  • Mis-alignment between QA and Operational leadership

  • Inconsistent and incorrect scoring

  • ‘Big Brother’ perception amongst your staff

  • Cumbersome and infrequent reporting

  • Inability to track QA team effectiveness

Reducing the
assurance overhead

40% Savings
On like-for-like outsourced QA processing vs in-house operations in the UK

100% Reduction
Of excel-based QA reporting overhead

30% Increase
In team leader efficiency through automating QA reports and data flows

Complete objectivity and transparency
In quality measurement through our independent offshore QA Centre of Excellence

Reporting
and agent
performance

A Vast Selection
Of AQUA reporting and dashboard options so you can quickly get to the data that matters

Online coaching platform
Supporting agent areas for improvement with targeted top-up training

Individual access
Allowing each agent to share their successes and work on opportunities for improvement

Relevant metrics
Including first call resolution and propensity to call/pay, with dashboards bespoke to you

Rapid speed-to-benefit
From zero to hero in no time with our proven project methodology

  • Data exchange

  • Measure development

  • Channel and service scope (voice / email / chat etc.)

  • Volumes & deliverables agreed

  • Signed service level agreement

  • Test sourcing and delivery mechanisms

  • Training the team (product, scripts, escalations etc.)

  • Training assessments

  • Competency signoff

  • Standards calibration

  • Preparation of go live

  • Activity measurement begins

  • We train your mangers/team leaders on AQUA to allow them to see results and coach

  • Monthly reviews to present results and agree successes/risks

  • Monthly action plan to drive desired behaviours and outcomes

The largest provider of outsourced QA services in the southern hemisphere

What our clients say …

“BYC’s training and quality programmes serve as a solid foundation for businesses who want to build growth”

“You need to experience this App for yourself and be blown away with what this has to offer”

“BYC changed my perceptions in an instant”

“The model allows total transparency and has given our teams confidence our quality model is totally trustworthy “

“Working with BYC Solutions is the best thing we have done for our business”

“Our quality model has gone from strength to strength in regards to improving our customer experience”

Our culture and our environment
Our people. Powered by technology

Making a difference
to your customers lives

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Want to know more?

Contact Us on:

0333 103 7337
www.wearewoven.com
hello@wearewoven.com