Scaling quality without growing headcount for Capital on Tap

See how fast-growing SMB lender Capital on Tap is maintaining quality across every customer interaction – without growing its QA team.

Sector
Financial Services
Result
90–95% interaction coverage
RESULT
900 to 6,000 BDM checks
FUTURE
Quality Intelligence model

The challenge

As Capital on Tap grew, manual QA testing was covering between 1% and 3% of interactions across different teams. With the sales team and customer operations growing week on week, the business needed a solution that could keep pace without requiring a proportional increase in analyst headcount.

Simon Ball, Head of Customer Insights, explains: “We needed something that could be scalable, flexible, consistent, and efficient – a platform that will exist for us now, but also when the business is ten times the size of what we are now, without having to mass recruit or build on really clunky manual processes.”

For the QA team, the manual process was also time-intensive. Analysts were spending significant time on admin, locating interactions, loading them into spreadsheets, and completing scorecards by hand before any auditing could begin.

Beth Baynham, First Line Assurance Manager, adds: “It was becoming very obvious to us that we weren’t going to be able to continue to scale our analysts at the rate that our operational teams were scaling.”

How evaluagent helped

Capital on Tap had an existing evaluagent relationship and began exploring AutoQA as the next step. The team took a measured approach running automated scorecards in the background alongside manual testing, refining prompts over several weeks, and going live only once they were satisfied the tool was assessing interactions consistently with their existing standards.

The HubSpot integration played a central role. With all customer conversations – calls, emails, and chats – stored in HubSpot, connecting the two platforms meant interactions transferred directly into evaluagent automatically, removing the manual steps that had previously taken up analyst time.

“We pressed the button, turned it on, and within a very short space of time we had 6,000 interactions tested,” says Simon.

evaluagent also changed how team leaders engaged with quality data. Dashboards gave everyone from analysts to the executive team a clear, real-time view of performance – no waiting for monthly reports.

Simon elaborates: “You can log in and instantly see a dashboard of who’s performing on your team versus who’s not, and within seconds you can see why, with all the information there to understand what’s gone wrong in those conversations.”

Results and business impact

evaluagent has had a measurable impact for Capital on Tap.

Coverage from 1–3% to 90–95%

Moving to near-complete coverage meant Capital on Tap could identify trends, surface unknown issues, and use QA data with confidence in performance management and leadership conversations.

900 to 6,000 BDM checks – without adding headcount

Once the automated scorecard went live for the business development team, interaction checks scaled from 900 per month manually to 6,000 – immediately, and without new hires.

80% of manual testing repurposed

With automated QA handling high-volume checking, analysts shifted focus to higher-value, more complex work across the business.

“We avoided needing more headcount in QA despite mass growth in lots of different areas. If we’d wanted to continue testing the way we were, we would have needed four or five times the number of analysts to do it,” says Simon.

Beth adds: “I think being able to have 100% coverage of your QA volumes across your system just opens a door into insights that you probably didn’t even know that you needed.”

The future

Capital on Tap is extending evaluagent into specialist support for vulnerable customers, collections, and financial crime. Each new area allows manual testing resource to be redirected towards more complex work.

The longer-term strategy, which Simon describes as quality intelligence, combines automated QA, targeted manual testing, and end-to-end outcome testing to build a complete picture of the customer experience.

Simon summarises it well: “From day one, speaking to evaluagent, I really bought into the future and what Capital on Tap could be with quality intelligence. That’s the future of teams like ours.”

I think if evaluagent was taken away tomorrow, I’d probably feel lost. It’s been a very dependable system for us for years now. On a scale of 1 to 10 I’d recommend evaluagent as a 10!

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