From Chaos to Clarity: An Outsourcing Firm's Journey to Optimize Data Quality Management
About The Client
A leading outsourcing firm that relies heavily on calling agents to generate substantial data. The organization faced challenges in managing and tracking this data effectively, which impacted overall productivity and quality assurance.
Challenge
The client struggled with a manual data management process where calling agents generated extensive data in Excel-like files stored in the cloud. This setup made it difficult for quality teams to track and verify the information efficiently. Additionally, third-party cloud-based forms were used, which only pushed data to the backend Excel files without any integration. The manual breakdown and assignment of entries created by agents to different levels of the quality team led to data duplication, oversized Excel files, and a significant loss of productive time.
Key Issues:
Data Management Challenges: Difficulty in tracking and verifying extensive data generated by calling agents.
Manual Processes: Manual breakdown and assignment of entries led to inefficiencies and errors.
Lack of Integration: Third-party forms had no connection to the data, complicating workflows and analysis.
Solution
Veritick designed an integrated system using Microsoft Forms and SharePoint Online that streamlined the data management process.
Key Aspects of the Solution
Automated Data Entry: Microsoft Forms captures data in real time, automatically creating and updating SharePoint Online Lists once agents fill out the form, eliminating the need for manual data handling.
Instant Notifications: Quality teams receive instant notifications via Teams Channel Messages and email for new entries that require their attention, ensuring timely responses.
Systematic Quality Checks: Once the quality team completes their review, a second-level quality checklist is automatically generated and assigned to the Level 2 Quality Team for further evaluation.
Task Tracking: This new system allows for efficient tracking of tasks performed, pending, and completed, facilitating further analysis and management oversight.
Results
Increased Efficiency
The streamlined process significantly reduced the time spent on data management, allowing quality teams to focus on their core responsibilities.
Enhanced Task Tracking
Automated notifications and task assignments improved accountability and visibility across teams.
Reduced Data Duplication
The new system minimized data duplication, leading to cleaner and more manageable datasets for analysis.
Improved Productivity
By creating a systematic workflow, the organization saved valuable time and resources, enhancing overall productivity.
How A Finance Company Improved 40% On Their Efficiency.
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