Streamline Your
Call Center Quality Assurance Process

Get rid of spreadsheets

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How it Works

Everything starts with a scorecard

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.

everything starts with a call center quality assurance scorecard
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engage agents via call center quality assurance dashboards
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Engage agents via dashboards

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.

Develop insights, be in control

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 months performance against previous months at the click of a button.

everything starts with call center quality assurance scorecard
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Only some of the benefits of using Scorebuddy cards….

Easy to use

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.

Flexibility like never before

Our Scorecard Builder will enable you to build as many scorecards as you like, for as many channels as you like. You can modify scorecards in real time without worrying about broken reporting or waiting for IT to help.

Smarter reporting

Scorebuddy customers get off-the-shelf reports. That means that you will be able to run certain reports at the click of a button. Reports for managment will take significantly less time to produce.

Engage your agents

Engage your agents in a meaningful way through their dashboards. Share scoring and training tips directly with them here. Agents respond to transparency and will reward that with effort.

Stand-alone or integrate

Integrate Scorebuddy with your CRM. Increase that ease-of-use even further by having everything in one place. A lot of customers choose to use Scorebuddy as a stand-alone.

Supporting Quality Programs Worldwide

Improving Customer Experiences Across Multiple Sectors

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Agents managed each week
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Customers worldwide
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NPS score from our customers
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Reported increase in quality

Trusted by the best

Scorebuddy delivers measurable, positive change

Awarded 2018's

"Best Contact Center Technology" by Call Centre Helper

What Scorebuddy Customers are Saying

  • Veronika-Ryanair
    Veronika Halouzkova
    Senior Customer Service Manager
    Ryanair

    Ryanair initially used Scorebuddy to measure 600 staff and 3 outsource partners throughout Europe. The value was seen immediately as their 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.

  • Dawna-Blocher
    Dawna Blocher
    Director of Customer Service
    Naturebox

    The interface is user friendly for both the QA teams and the front line agents. Programming and reporting is a breeze and our QA team has increased their productivity in our first month by at least 40%. Don't hesitate to take advantage of their free trial and see what a different this tool can make!

  • Nikki-Woolgar
    Nikki Davies
    Global Assistance
    Allianz

    Over 30 managers in Allianz use Scorebuddy for quality monitoring their teams. Staff lists are up to date, unlike their previous system which was only updated annually. The managers have increased autonomy and ownership over their quality forms as they can instantly change their scorecards to what suits their needs.