Dick Bourke takes us through how Scorebuddy’s call centre quality assurance proved useful to a certain Irish airline.
Ever heard of Ryanair?
This innovative airline is making waves in the EU and around the region. An accessible and affordable Ryanair flight is a great way to roll over the Alps or jet off to Portugal for a weekend, or get nearly anywhere in eastern, western or even northern Europe.
In fact, Ryanair is now the fourth-largest airline in the world by passenger volume, flying over 100 million passengers annually. The airline was originally modelled on the hugely successful Southwest Airlines headquartered in the United States.
In the past ten years or so, the company has become nearly synonymous with low-cost short flights. Nearly anyone who’s ever been to Europe is familiar with how Ryanair (along with competitor EasyJet) runs air travel in the tightly packed continent.
It’s a shining example of how to create a company that fills a niche market effectively and gains massive visibility through its success.
So where does Ryanair go for its quality-control software?
The company uses Scorebuddy’s highly visualised QA solution as part of an overall strategy to improve customer service, and it is used to manage several overseas outsourcers, as well as internally, to ensure consistency of service.
Instant and effective dashboard results help show exactly what’s happening inside the company. Instead of struggling with thickets of big data, Ryanair’s management get detailed but digestible top-level information brought right to their fingertips, to make this company the best that it can be.
The Need for Visual Resources
One story that companies tell again and again is the challenge of trying to manage massive amounts of information in traditional software programs such as spreadsheets.
Ryanair faced this challenge too, as the company expanded quickly. Managers needed a way to assess vendors and monitor customer service agents in a consistent way that wasn’t extremely labour intensive.
Staring at spreadsheets can be an awkward way to approach this process. It takes a long time, and often a lot of intense concentration, to glean the information that’s needed.
By contrast, Scorebuddy’s dashboard system helped Ryanair’s business leaders to take a lot of the busywork and mental strain out of comprehensive oversight.
“I put in a date range and the information is all there, right in front of me, instantly.” Clodagh Rochford, Customer Service Manager at Ryanair, told vendor teams. “It’s a lot faster and much more flexible than using Excel, which is far too time-consuming.”
“It is very easy to use,” added Senior Customer Service Manager Veronika Halouzkova. “The structure makes sense; how to set up sections, questions, scorecards … it’s all very user friendly and quick.”
Using Scorebuddy for Quality Results
What Ryanair and other Scorebuddy clients do involves using the visual dashboards to look at certain metrics for operations.
It’s as easy as inputting data about call centre agents – call times, outcomes, etc. – and then building reports with them in a scorecard model. Ryanair executives talk about “digging deep” into performance, and bringing up quality indicators that show what’s happening across the entire Ryanair customer service department.
Having this kind of resource is important when you have to grow. Ryanair is an excellent example – with dozens of destinations in Europe, and new exciting rumours of cheap transatlantic flights, the company is really booming.
It’s using Scorebuddy to ramp up and scale up to the challenge, with much more accessible business intelligence that executives can use to move forward.
When companies have more data, they can do more. There’s a reason why experts consider data to be one of the most valuable assets for most modern businesses.
That’s part of the philosophy that Scorebuddy was built on, and part of its appeal and utility for a range of companies trying to do new things in their market spaces.
Whether a firm is in the retail sector, in aerospace, in healthcare or finance or a given product or service market, having data about quality allows businesses to rise to a new standard.
Find out more by visiting scorebuddyqa.com