Blog

We live and breathe QA! We’re sharing our best insights in the hope that they’ll be of some use to you.

Call Center Quality Assurance
Blog

What Call Center Agents Wish That Managers Knew About Monitoring

Many call centers have a love/hate relationship with quality assurance monitoring: Management loves it but agents can hate it. Management has a legitimate interest in monitoring the quality of service…
Read more What Call Center Agents Wish That Managers Knew About Monitoring
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Blog

How Can Call Center Quality Management Predict Brand Success?

We can all agree that brand recognition and success are elusive and hard to achieve. But there are ways of increasing brand value that are so simple that after businesses…
Read more How Can Call Center Quality Management Predict Brand Success?
call center quality assurance
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Do You Know the Best Way to Measure Call Center Quality?

If you are a call center or quality assurance manager, then you likely use metrics to measure your agents' performance. Traditional call center analytics examine adherence and operational efficiency. Most…
Read more Do You Know the Best Way to Measure Call Center Quality?
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How Scorebuddy Call Center QA Helps One of the World’s Largest Airlines

Ever heard of Ryanair? This innovative airline is making waves in the E.U. and around the region. An accessible and affordable Ryanair flight is a great way to roll over…
Read more How Scorebuddy Call Center QA Helps One of the World’s Largest Airlines
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Why Scorecards Are A Call Center QA Manager’s Secret Sauce

If you are responsible for Quality Assurance for call center customer engagements, you are always under pressure to deliver results. The critical factor in call center QA is still the…
Read more Why Scorecards Are A Call Center QA Manager’s Secret Sauce
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Blog

Avoid Survey Fatigue

Customer satisfaction surveys are the best way for businesses large and small to find out how customers really feel about products, services, and the shopping experience. But, unfortunately, not all…
Read more Avoid Survey Fatigue
Blog

Who are the QA Stakeholders in your Call Centre?

There are more people in your organisation concerned with the quality assessment system than you think. There are more people outside your organisation concerned with your QA than you think.…
Read more Who are the QA Stakeholders in your Call Centre?
Blog

Anatomy of a good call part 4: The Future

DO YOU REMEMBER THE DISCOS THAT YOU USED TO GO TO WHEN YOU WERE 16? If you met somebody nice you would have asked for/given them your phone number right?…
Read more Anatomy of a good call part 4: The Future
Blog

What is a Quality Monitoring Scorecard?

We talk to Call Centre Managers & QA Managers every day, and scorecards will come up in the conversation close to 9 times out of 10. Some Call Centres are already using them in some form or another, but there is a large enough percentage of customers that would be new to the concept.

Check out this overview of what you should be looking to have in your scorecards…

Read more What is a Quality Monitoring Scorecard?
Blog

Anatomy of a good call: Part 3. Measurement

Typically Call Centers measure calls handled, average handle time or first contact resolution. In the case of a sales team the number of sales closed is often tied to performance. These are all justified and important to track, however, how do you REALLY know that you are providing a quality service?

Read more Anatomy of a good call: Part 3. Measurement
Blog

Anatomy of a good call: Part 2. Best Practice

During their job interview your agents will have said that they are great communicators. You will have assessed their language skills, their ability to do the job technically, their levels of empathy and their general demeanour.

Read more Anatomy of a good call: Part 2. Best Practice
Blog

Anatomy of a good call: Part 1. Your Agents Brain

YOUR AGENTS ARE AMAZING! As you can see from the above illustration, every time they are on a call they are using their Frontal, Parietal & Temporal Lobes! Who’d have thunk…
Read more Anatomy of a good call: Part 1. Your Agents Brain

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