What could better QA give back to your team?

Less time scoring. More time moving forward. Build a business case for Sense, using the numbers that matter to you.

A clearer business case.
About 3 minutes. Your results, straight away.

01 / THE BIG PICTURE

First, a little about your team.

Give us a little context. These details help our team tailor the conversation to your business.

Your current QA process

No formal QAWe’re getting started Manual / spreadsheetsListening, sampling and scoring QA software, without AIA platform with manual reviews AI-assisted QASome reviews are already automated

Total customer-facing agents Your whole customer-facing team. Used for the optional after-call admin estimate, limited to the people you plan to license with Sense.

Not sure of a number? Leave it blank and we’ll use the example shown in grey. Enter 0 where it doesn’t apply. These are editable starting points, not industry averages.

02 / YOUR STARTING POINT

What does QA look like today?

Tell us how much time your analysts and team leaders spend reviewing conversations. Use an average for each person, not a combined salary or percentage.

Only include manual QA work that automation could replace. If you already use AI, enter the manual work that remains.

Not sure of a number? Leave it blank and we’ll use the example shown in grey. Enter 0 where it doesn’t apply. These are editable starting points, not industry averages.

Your QA analysts

QA analysts (full-time equivalent) Across your team. Two half-time roles count as 1. Enter 0 if you have no separate QA analysts. Average annual salary per QA analyst £ Gross yearly salary for one full-time analyst, before employer contributions. Do not enter the combined team payroll. Average QA time per analyst (% of working week) % For each analyst counted above. 20% means one day of a five-day week. Include listening, scoring and QA reporting; exclude coaching that will continue. Do not add everyone’s percentages together.

Your team leaders

Team leaders doing QA (full-time equivalent) Across your team. Count only leaders who review conversations. Do not include anyone already counted as a QA analyst. Average annual salary per team leader £ Gross yearly salary for one full-time team leader, before employer contributions. Do not enter the combined team payroll. Average QA time per leader (% of working week) % Average for each leader counted above. 20% means one day of a five-day week spent on listening, scoring and QA reporting. Exclude coaching that will continue.

How much gets reviewed today?

Conversations manually reviewed each month (%) % Across your whole team. 5% means 5 in every 100 conversations. This shows the coverage gap; the financial estimate uses the staff time entered above.

Salary costs include the employer contributions shown in the methodology below. Example salaries are starting points, not salary benchmarks.

03 / BUILD YOUR BUSINESS CASE

Make the estimate your own.

Choose a plan and adjust the assumptions. Add other benefits only where they make sense for your team.

Not sure of a number? Leave it blank and we’ll use the example shown in grey. Enter 0 where it doesn’t apply. These are editable starting points, not industry averages.

Choose your plan

Sense Lite £35/ seat / month Start with automated QA Sense £50/ seat / month A fuller view of every conversation Sense + Intelligence £75/ seat / month Connect conversations to opportunities

People to license with Sense Number of people included in your Sense subscription. This sets the cost, limits the after-call admin estimate, and sizes retention and repeat-business estimates. Minimum billing: 10 seats. One-off setup fee (£) £ A single cost for the whole implementation, not per person. Use your quote if you have one. 0 means setup is not included.

/ year, excluding VAT. Based on the -seat minimum. Final pricing and setup confirmed in your proposal.

Your assumptions

Custom

Illustrative scenarios, not promised outcomes. Adjust any figure to match your expectations.

QA time retained with Sense (%) % Share of today’s manual QA time kept for checking and calibrating AI scores, across analysts and team leaders. Keeping 25% means freeing 75%.

What else could improve?

Optional

Start with QA capacity alone. Switch on a benefit to add your assumptions. Avoid counting the same benefit twice.

Less after-call adminTurn summaries, CRM notes and follow-up into time your agents get back.

Average annual salary per agent £ Gross yearly salary for one full-time agent, before employer contributions. Do not enter the combined team payroll. Conversations per agent per working day Average for one licensed agent on one working day. Include only conversations where your Sense setup will provide summaries or help with CRM admin. Admin minutes saved per conversation min Minutes genuinely removed from writing notes, updating the CRM or preparing follow-up, after checking the AI output. Exclude QA time counted above. Enter 0 if no time would be saved.

Based on of your agents, limited to the people you plan to license. Uses 252 working days per year and a 37.5-hour, five-day working week.

Model the time left for other work after checking summaries and CRM updates. Avoid also counting sales profit generated from the same freed time. Your team can confirm which workflows and integrations apply.

Better calls, more salesModel a small improvement in conversion.

Sales conversations per year (whole team) Total sales conversations across the people being licensed over 12 months. Exclude conversations with no sales opportunity. Current sales conversion rate (%) % Share of those sales conversations that result in a sale. For example, 10% means 10 sales per 100 sales conversations. Average profit per additional sale £ Contribution profit from one additional sale after its variable costs, not revenue, booking value or a margin percentage. Expected conversion increase (percentage points) pts An increase of 0.5 percentage points changes a 10% conversion rate to 10.5%. Apply this to the annual sales conversations above.

Fewer complaintsPut a value on issues caught earlier.

Customer complaints per month (whole team) Average monthly total across the people being licensed, not per agent. Average cost per complaint £ Typical cost of handling one complaint. Exclude staff time already included in the QA estimate. Expected reduction in complaints (%) % Share of current complaints you expect to prevent. A 10% reduction means 20 complaints a month becomes 18.

Keeping good peopleExplore lower recruitment and replacement costs.

Agents leaving each year (%) % Share of the people being licensed who leave in a typical year. For example, 20% of 50 agents means 10 leavers. Average cost to replace one agent £ Recruitment, onboarding and training costs for one replacement. Exclude costs already included elsewhere. Expected reduction in leavers (%) % Relative reduction in the number leaving, not percentage points. A 10% reduction means 10 leavers becomes 9.

More repeat businessModel future opportunities with Intelligence.

Conversations per agent per working day Average for one licensed person on one working day, across the connected channels. Average profit per repeat sale £ Contribution profit from one additional repeat sale after its variable costs, not revenue or a margin percentage. Conversations mentioning a future need (%) % Share of all conversations that reveal a future need or buying opportunity. Future needs converted into repeat sales (%) % Share of the identified future needs that become additional sales. Exclude sales already counted in conversion uplift.

04 / THE POSSIBILITIES, IN NUMBERS

Your team. Your potential.

Here’s what your numbers suggest for the first 12 months with Sense.

Potential net value in year one

modelled value − year-one cost

Net year-one ROI %

Your return after subscription and setup costs.

hQA hours freed / month

hAgent admin hours freed / month

×Gross value / cost

QA capacity freed Time value

Agent admin capacity freed

Additional sales profit

Complaint costs avoided

Replacement costs avoided

Incremental repeat-sales profit

Annual subscription

One-off setup Not included

Net year-one value

agent admin hours freed per month, averaged across the year, for licensed agents. This is separate from the QA time above.

QA and agent admin capacity is time available for other work, not a guaranteed reduction in payroll. Results assume a full year at steady state; implementation time and benefits ramp-up are not modelled.

months of gross value would cover the year-one cost.No cost coverage on these assumptions. This is a value comparison, not a cash payback forecast.

/ FROM ESTIMATE TO OPPORTUNITY

Let’s put your numbers to work.Let’s find the right fit for your team.

Get your full breakdown by email. We’ll also follow up to talk through the assumptions and what’s possible for your team.These inputs need a closer look. We’ll review your QA workload, the right plan and the opportunities a simple calculator can’t capture. Share your details and we’ll build the business case with you.

First name Last name Work email Company Job title (optional) Phone (optional) Anything else we should know? (optional)

Our team receives your inputs, selected benefits and the calculation, including which example figures were used, so we can review the full picture with you.

Example figures used for your blank answers

: £

Let’s find your starting point.

THE FIRST STEP, TAKEN

Explore Sense

A little more Sense

Less listening. More understanding.

See what changes when your people can spend less time scoring and more time coaching.

Small sample. Bigger opportunity.

How much of the picture are you missing? Adjust your current coverage and watch the gap change.

Time back. What comes next?

Your QA capacity is taking shape. Choose your plan to reveal the full business case.

Your business case. Ready for a conversation.

Your breakdown brings together the numbers, the assumptions and the opportunities to explore.

Your operation. A plan that fits.

A conversation can uncover what a calculator misses. We’ll look at your workflow, your priorities and where Sense could make the biggest difference.

Your estimated results
Potential net value / year Revealed with your results
Net year-one ROI Revealed with your results	%
QA hours freed / month Revealed after your QA inputs	h
Agent admin hours freed / month	h

Complete the steps to unlock your breakdown.

Your numbers and assumptions, ready to share.

Your inputs go straight to our team for a personalised review.

See the whole picture

Your QA today%

With Sense100%

Each circle is 1% of conversations. Sense can review 100% of the conversations you connect.

· agents

Clear assumptions. A credible business case.

We include your subscription cost in net ROI, show the assumptions behind the estimate and only add extra benefits when you choose them. Time freed is capacity for your team, not a promise of cash savings.

YOUR NUMBERS, EXPLAINED

A business case you can look under the bonnet of.

How is the estimate calculated?

Year-one cost = the greater of your licensed people or 10 seats × your plan’s monthly price × 12, plus setup. All amounts are GBP, excluding VAT.

QA capacity value = analyst and team leader annual employment costs × their share of time on manual QA × the share of time freed. Weekly hours use a 37.5-hour week. No one’s time should be counted in both roles.

Net value = total modelled annual value − year-one cost. Net ROI = net value ÷ year-one cost × 100. Gross value / cost is shown separately.

Industry, QA process and current coverage provide context. Coverage does not multiply financial savings. Total agents sizes the optional after-call admin benefit, capped at the people being licensed. Licensed people also determine subscription, retention and repeat-business estimates.

What are the assumptions?

Grey placeholder numbers are editable examples, used only when you leave a number blank. An explicit zero is kept. We identify the example figures used in your estimate and pass them to our team with your request. These are modelling assumptions, not measured benchmarks.

QA percentages are the average share of each person’s working week. Salaries are average yearly gross pay per full-time person. The model multiplies these by the full-time equivalent headcounts. The two scenarios adjust retained QA checks and the assumptions for optional benefits.

Employment cost includes salary, 15% employer NI above £5,000, and 3% employer pension on earnings between £6,240 and £50,270. Employment Allowance and special NI reliefs are excluded. Defaults use 2026/27 HMRC rates and qualifying earnings thresholds.

The model assumes 12 months at steady state. It does not model implementation delays, a benefits ramp-up, financing, discounting or taxes. A zero setup fee excludes setup costs until you have a quote.

How do optional benefits work?

After-call admin: the smaller of total agents and licensed people × conversations per agent per working day × net admin minutes saved ÷ 60 × 252 working days. We value those annual hours using average agent employment cost ÷ (37.5 hours × 52 weeks). Monthly hours are annual hours ÷ 12. Weekly admin hours in your full breakdown are the annual total ÷ 52. Saved time cannot exceed working hours; daily limits assume a five-day week. Include time still needed to check AI outputs and exclude any QA or sales benefit counted elsewhere.

Sales: annual sales conversations × conversion uplift in percentage points ÷ 100 × profit per sale. Conversion cannot exceed 100%.

Complaints: monthly complaints × 12 × the proportion prevented × cost per complaint. Exclude QA staff time already counted.

Retention: licensed people × annual turnover rate × relative reduction in leavers × replacement cost.

Intelligence: licensed people × daily conversations × 252 working days × proportion mentioning a future need × proportion won back × profit per repeat sale. Available with the bundle only; exclude sales already counted in conversion uplift.

Every optional benefit starts off. Include only benefits you can support with your own assumptions.

Are these guaranteed savings?

No. QA time freed is capacity for coaching, investigation and growth. It becomes a cash saving only when spending actually falls or a planned cost is avoided. The estimate is a starting point for a conversation, not a quote or a forecast of guaranteed returns.

Beyond the numbers

What the calculator leaves out

Some of the biggest wins are hard to put a figure on. They are still real, and they are often what customers notice first.

100% coverage

Nothing goes unheard

Manual QA hears a few calls per agent each month. Sense reviews every call, email and chat you connect, so the one that matters is never the one you missed.

One standard

Fair, consistent scoring

Every agent is measured against the same scorecard on every conversation. No more scores that depend on who did the listening.

Audit trail

Evidence when you need it

Every conversation is scored and searchable, so you can show a regulator or client exactly how your team performs.

Faster ramp

New starters coached from day one

Team leaders see which new agent needs help on what, straight away, instead of weeks later.

Topics and trends

Know why customers call

Spot rising issues, product problems and recurring questions across every conversation, then fix the cause.

Live in 3 days

Low effort, no lock-in

We only need API access to your phone system. Sense is AI-agnostic and works with Genesys, NICE, Salesforce, HubSpot and more.

Sense in the real world

Less scoring. More progress.

Customer results from World Travel Holdings and Hays Travel

55%

Supervisor hours saved

Each week at World Travel Holdings, with that time now spent coaching.

85%

Better quality call scores

Improvement in quality call scores after coaching.

100%

Insights put into action

Of monthly summary insights acted on.

Now they've been able to spend that time managing their teams and increasing conversions, putting in better service, helping coach those teams.

Sukie RapalHead of Digital Sales, Hays Travel