Focus coaching and training on agent skills, product knowledge and processes in order to improve agent performance and increase customer experience.
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Training managers can now access an integrated learning tool that seamlessly combines with QA to deliver tailored learning content directly to the agents that need it.
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Provide agents and supervisors with a single view of their coaching moments. Agree and record agent training, skills development, manager actions and progress against personal and team goals.
Access a library of professional skills using The Scorebuddy Academy to develop your management and agent skills, speed up onboarding of new agents and improve staff retention.
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Consistent scoring underpins trust in the QM process. The calibration module allows peer to peer scoring and easily identifies scoring inconsistencies so they can be corrected.
Over 40 managers in Allianz use Scorebuddy for quality monitoring their teams, which consist of 300+ agents. 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. Some of our favourite features of the Scorebuddy enterprise package are Agent Insights and Analytics, which allow us to gain foresight into trends that impact our day to day business.
Global Assistance
Allianz