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.