QStory: The operations innovation shaking up staffing
1 min read
03 March 2016
Engineer Paddy Coleman’s disruptive operations company QStory is shaking up how UK call centres manage some 1.5m staff members. The firm, predominantly based in Guildford, Surrey, with a satellite operational site in South Africa, has recently been named as one of the Everline Future 50.
The company’s second product, Arti, which was launched in February 2016, builds on this by taking the same data and using it to make predictions about the future, highlighting likely future staff shortages or underutilisation and automatically redeploying those who are likely to be bored to training or other activities. And Coleman isn’t stopping there – there are another six solutions in the pipeline.
The business model overcomes potential cutomers’ reluctance to make a large capital investment in the technology by offering both products as Software-as-a-Service (SaaS), with clients paying a monthly subscription rather than an upfront payment.
Automation of these vital business processes has been shown to increase customer satisfaction by 37 per cent and staff utilisation by 55 per cent. And with a recent Gartner report suggesting that customer experience management will be the top tech spending priority for CEOs and senior executives over the next five years, the demand for these additional products looks likely to be high.