Unlocking tangible QA & compliance results for CLICKD

How CLICKD Solutions deployed evaluagent’s Quality Assurance platform as an engine for its expanding QA consultancy practice.

• Industries

  Insolvency, Claims, Financial Services, Customer Service

• Business Type

  Specialist QA Consultancy

• Result

  Reducing client QA reporting cycles from months to weeks

• Result

  Delivering the insights needed for performance improvements

Introduction

CLICKD Solutions is a specialist provider of quality assurance and call monitoring services, formed to support the increasingly complex compliance needs of today’s customer-facing organizations.  

Bringing deep compliance expertise gained from years of working across an array of sectors, CLICKD removes the operational burden of quality assurance, reassuring organizations that their staff are delivering a quality, compliant service.  

But as the business gathered momentum, it became more challenging to keep on top of hundreds of calls and keep productivity high. They needed a digital QA platform to support their scaling business – and that’s when they enlisted evaluagent. 

Challenges

With plenty of clients on their books, CLICKD was starting to get bogged down in reporting, spending anything up to three days completing insightful reports detailing QA trends and any potential anomalies. With the business growing, this was becoming unsustainable.  

Additionally, the idea of partially automating the evaluation of conversations and the creation of scorecards was initially challenging – but with so many clients and interactions to keep on top of, they needed a new approach.  

Neil Coleman, Managing Director at CLICKD, acknowledges that he was probably one of the main barriers. “Having spent my life delivering bespoke quality assurance packages for clients, I’ve always been used to scoring things my way. It was hard for me to see how this kind of deep expertise could be replicated in a packaged software solution. Fortunately, I was persuaded to look at the evaluagent demo – we tried it out, and I could see how it could really work for CLICKD.” 

Implementation and benefits

Following a successful trial, CLICKD deployed evaluagent’s powerful Quality Assurance platform to help optimize QA performance for its clients. The CLICKD team liked how the cloud-based, digital platform could provide 24/7 access to call monitoring results, with customized dashboards to meet specific client requirements. 
 
“We liked the flexibility and ease-of-use evaluagent provided, and it was great to be able to access results via our smartphones. It was also clear that we could deliver results much more quickly than traditional spreadsheets,” says Neil.  

But what particularly resonated with CLICKD was the ability to engage directly with the evaluagent development team, feeding into the platform to align it even more closely with how CLICKD works. Neil elaborates: “We score slightly differently, and we were quickly able to reflect this in the software. The result is that we’re getting to work with what’s effectively a CLICKD portal – even though it’s powered by evaluagent!” 

Helping QA teams handle the impact of Consumer Duty

With the Financial Conduct Authority’s Consumer Duty regulations now in place for financial services products, Neil believes there will be pressure on QA teams to ensure their firms are giving the right standards of care to customers in retail financial markets. 
 
“Consumer Duty has become much more of a focus for QA discussions, and it’s reassuring to know that evaluagent’s ability to automate compliance checks and increase QA coverage to 100% can give us much of the analytics and auto-scoring we need,” he continued. “We’re getting more conversations asking for help with Consumer Duty, so anything that can help to reduce the QA administrative burden is certainly going to be helpful.” 

Impactful business outcomes

For one CLICKD customer, the difference that comes from working with evaluagent has been significant. The QA process was taking too long, with around three months’ spreadsheet work leading to reams of data with no real visibility. With evaluagent, meaningful QA findings could be delivered in just four hours. 

According to Neil: “they said it was like switching the lights on in a really dark room, with patterns immediately visible and QA able to deliver the kind of informed analysis that can lead directly to performance improvements.” 

This positive outcome goes for CLICKD’s reporting across the board. Instead of clients having to wait days for QA reports, evaluagent now does the heavy lifting. 
 
“We’re actually delivering what our clients need. They don’t want to pay for days and days of traditional QA activity – they really just need the informed insights and recommendations that we can extract from the evaluagent engine,” says Neil. “With evaluagent in place we can now get on with delivering the QA process for clients. And from the client perspective, they can see what’s going on, and they can start to have much more of an impact.” 

The future for CLICKD and evaluagent

Challenges such as Consumer Duty compliance illustrate the importance for CLICKD of being able to scale its QA, compliance, and training capabilities. “I know evaluagent will continue to help us in growing our operations – but always in a way that ensures that CLICKD can deliver a distinctive QA proposition for clients,” says Neil. 

“Our blend of expert QA consultancy supported by evaluagent means we can take clients beyond their initial QA compliance frustrations. The result is that they get to see how effective call monitoring, coupled with subsequent staff-facing feedback and focused reporting, can deliver real value for their business.” 

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