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
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
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.
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
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
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