Charity

WWF has designed a simple way to report on agent performance across all channels. They use agent dashboards showing individual agent performance over time and across channels, such that each agents’ performance can be viewed as one graph at-a-glance.

Another benefit of the agent dashboard is that it offers the agent a transparent view of their own performance, “I want agents to be able to look at their dashboard and see one ‘swiggley line’ that is always above our target (ideally) and is always on an upwards trend”.

Ben Adaway, Head of Support Services

Technology

Scorebuddy has now become an extension of our organisation. It allows us to continue our unique coaching approach while maintaining standardisation that unifies the support aspect of our varied business lines. Having everything in one place in Scorebuddy is convenient. The built-in Analytics reporting saved us having to develop our own and we have a solution for the storage of coaching notes. It even allows us to gather information from the frontline for onboard training, internal documentation and to gain ideas for more customer-centric brand development.

Finance

Scorebuddy has provided BenefitMall with an application for building consistent and customer focused quality evaluation solutions across business units and locations.  Our front line now depends on Scorebuddy as an integral part of performance development tools used with staff.  This includes over 400 users along with 80 admins and supervisors, which is why utilizing Agent Insights is essential for our business. Through this journey we have evolved from using home-grown solutions to using Scorebuddy’s robust reporting and analytics; which informs data driven decision making at multiple levels in our service organisation

Ron Tiesler – Executive Director at Benefit Mail

BPO Outsourcer

We make use of the Scorebuddy system in our quality assurance process to really handle our remote workforce. It has helped us improve our overall quality, create a loop between QA and training, motivate agents, and add transparency to the entire process.

Sylvia Mattl – Senior Quality Specialist

BPO Outsourcer

The first step we took as part of our QA strategy, was to decide what platform would be used that would provide analytics and reporting that we could do with ease. We needed to make sure we could access the data easily. We selected Scorebuddy! For Outsourcers working with a scorecard system like Scorebuddy, the primary problem is that you take the ecosystem that your clients use when they come on board. You need to integrate their / the client’s CRM into the way you as the Outsourcer works. Scorebuddy can be used to standardize to one way of capturing quality, regardless of the ecosystem being used by the client. The #1 Outsourcer challenge is too much work and too little time. If used properly, Scorebuddy gives you the gift of time!

Keiran McCarthy – Head of Quality at Voxpro