All in One Quality Assessment and analysis for Contact Centers
Scorebuddy is a comprehensive suite of tools designed to find, fix and measure service quality and customer sentiment leading to improved business decisions and outcomes. The Scorebuddy platform combines Quality Assurance, Customer Sentiment and Learning and Development in a single platform.
Scorebuddy makes that data accessible transparently across the teams and provides powerful analysis to allow data driven positive change. It is easy to use, high impact and loved by users. It is multi-channel multi-tenant making it ideal for large organisations and particularly where third party outsources are providing services or a part of the service delivery offering by clients.
Scorebuddy is used across multiple sectors including Finance, Travel, Retail, Gaming and health services providers with clients ranging from 25 to 15,000 users.
It’s so easy, create as many scorecard designs as you need to assess calls, chat and email, use traditional non-numeric or holistic scorecard designs depending on your needs. We manage version control so you can make changes on the fly. Sophisticated options allow you to set the QA score rules and policies.
A well designed quality process will only work if your agents engage with and trust the tools. Collaboration, transparency and communication are at the heart of Scorebuddy enabling real, measurable change to take place delivering consistently improving customer experiences.
Collecting the data isn’t enough, you need to be able to make sense of that data for call center QA. Scorebuddy allows you to highlight and share patterns and trends across groups and teams, drilling all the way down as far as the individual agent. Compare this month’s QA center performance against previous months’ at the click of a button.
Everything starts with a Scorecard. Create the scorecard you want with Scorebuddy’s intuitive Scorecard builder. Set up as many different scorecards as you like to evaluate phone calls, emails, chat, social media responses, complaint handling … whatever interactions you need to evaluate.
Scorebuddy became an essential piece of 5CA’s quality assurance process and the best way to handle ourremote workforce. As an all-in-one quality assurance system, Scorebuddy has offered 5CA a way to collect and store our QA data and utilize that data to target their training, and to motivate the agents. We use Scorebuddy not only to highlight the talent that their agents already demonstrated and where they performed well, but to also gain insight and transparency into the kind of work their agents were doing overall.
Sylvia Mattl, Senior Quality Specialist
The Echelon Group
From the very first day we integrated Scorebuddy into our business, we have seen a positive impact in our overall day to day activity, employee engagement, and overall happiness with our team. As a result, agents can track their performance, and managers have a quicker view to see who needs additional help and in what areas.
Beth Hendrickson, The Echelon Group VP of Operations
A Quality Assurance system that provides ease of use for the creation of scorecards and high-level reporting
Juliette, Performance Coach at Urban Utilities
‘Scorebuddy has made Permanent TSB’s quality assurance quicker, easier, and more accurate. Agents are happier with the evaluation process, and supervisors are happier with the results. The in-depth, accessible reports provide us with genuinely insightful data which we use to improve performance across multiple areas of the business,’ – Amy Breen, business Assurance Senior Manager, Permanent TSB
Amy Breen, Business Assurance Senior Manager, Permanent TSB
Scorebuddy has made our quality assurance process easier and more efficient, leading to increased agent engagement and higher QA scores across the board
Roni Reid, Quality Assurance Officer – Moneyboat
Ryanair initially used Scorebuddy to measure 600 staff and 3 outsource partners throughout Europe. The value was seen immediately as our quality team saved hours every week by not having to struggle with the process via spreadsheets, and the team has found it easy to use. Now at Ryanair we’re hosting over 800 agents with 60+ supervisors across 8 separate locations and nationalities. This requires a lot of emphasis on creating unique scorecards to cater to those different cultures and languages. Furthermore, we are currently getting ready to go live with our Zendesk integration.
Veronika Halouzkova – Customer Service Manager at Ryanair