Outsourcers love Scorebuddy
Handle the challenges of the outsourcer environment
Scorebuddy for Outsourcers
Scorebuddy was built with outsourcers like you in mind; in fact Scorebuddy was created to solve a problem for an outsourcer with whom our founders had an existing business relationship.
So we totally get that managing the quality for one desk is difficult, but managing the quality for a number of clients is a real challenge! Not so much with Scorebuddy – it enables you to track quality for each of your clients, while also giving you a rolled-up picture of quality across your center.
Here are a few things we think you’ll really like about Scorebuddy:
Scorebuddy is multi-tenant meaning you can segregate your clients right down to individual scorecards.
Collaborate and share
Selectively share quality reports and trends by using client logins. Clients can drill down to team results but individual supervisors and agents are not exposed.
Build client trust
Scorebuddy offers two great ways to build trust with your clients and demonstrate the quality that you are delivering; the calibration feature lets you share lists of scored events; secondly, Scorebuddy allows your clients to add their own score as an outsource partner.
Win new business
Beat the competition! Why not use Scorebuddy to win new business? Mention in your bid offering that Scorebuddy underpins your SLA. Our outsourcer clients regularly include Scorebuddy as a point of difference when tendering for new business.
Score across multiple channels
If one of your clients offers phone support only and the next deploys every channel including IM, no sweat; Scorebuddy is designed to track quality across all the customer interaction channels.
We don’t need to tell you that not all clients are the same. Your clients may want to know specific things about how the agents are interacting with their customers. That’s cool – one client may be all about compliance and the next, purely about knowledge transfer. One client is inbound only, the next, both inbound and outbound. It doesn’t matter to us; you can build the exact scorecards you need for each client’s peculiarities and as many of them as you want.
You do your own QA but your clients want to evaluate your agents too? No problem. Scorebuddy is a sophisticated QA specialist with the capability to handle multiple evaluators. The calibration feature makes ironing out inconsistencies a walk in the park.
Scorebuddy is cloud-based so you can have as many users as you need, anywhere in the world.
Compliance questions built in
You can go full-metal-jacket compliance for one client and add it to a longer scorecard for the next one. It’s a big part of Scorebuddy, not just an add on.
Sound right for you? Start our 30-day free trial today. No credit card necessary.
Features in brief
Related Case Studies
Outsourcer Case Study: S2G are an outsourcer that work, to the most part, with technological customers. Their slogan “Humans Helping Humans within the World of Technology” kind of says it all really. Their agents will be trained on multiple client desks and so training is of utmost importance here.
Who else is using it?
We have a lot of clients that had the same problem as your organisation, here are but a few...
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