Quality Sampling Automation
About the Client
It is a commercial web-based service that supplies vehicle history reports to individuals and businesses on used cars and light trucks for the American and Canadian consumers.
Challenges
- The process had 100% audit allocation
- The cost on quality audit was around 50-60% of processing cost
- With higher volumes, 100% audit was a challenge, and random method affected quality
Solution
- Identified the behavior, tenure, past performance and attendance-based logic
- A quality sample size recommendation engine built on the defined logic
- Daily update of quality scores generates quality audit % user wise.
Result
- Audit % reduced from 100% to 16-30%
- Direct cost reduction by 30%
- Consistent Quality achieved is above the client’s benchmark 99.50%
FiveS Digital is an impact sourcing BPM partner for it’s global clients, helping them improve their CX every single time. Thus, generating on-ground impact by creating job opportunities where people belong.
How we did it?
Database for defining the sampling logics
- Prepared a data base of quality reports of past 6 months, to review the agent's performance basis various influencing factors
- Based on this database, sampling logics were defined
Creation of Pivot table
- Prepared a pivot table of the Quality reports, for creating a uniform input format
- Dynamic date and process variable selection facilitated, for the bot to make changes. This, to facilitate easy tweaking
Building the Bot
- Used UiPath to build a shared bot, for improved efficiency on the process
- Bot takes input from the past quality and user behavior and work data, and uses the pre-defined logic to arrive at a recommendation for audits to be performed.
- Once the bot runs, it will generate an excel with the audit % for each resource, depending on the variability of programs or workflows.
Implementation of Bot – Go Live
- The bot was implemented on a shared virtual network, with instance running at a lean time window
- Being a supervised bot, Quality lead just runs the bot daily to get a spreadsheet, giving daily quality audits to be conducted, with focus on specific parameter variable.