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Streamline Your
Call Center Quality Assurance Process

 

Eliminate Spreadsheets

Purpose-built, award-winning solution for
call center quality and reporting

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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.

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Agent call center quality assurance dashboard
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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 month’s QA center performance against previous months’ at the click of a button.

call center quality assurance report
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Streamline Your Call Center Quality Assessment

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Easy to use

Our customers tell us that Scorebuddy’s call center quality assurance solution is intuitive, easy to use and really quick to deploy. This award winning software was purpose built for monitoring and measuring service quality.

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Smarter Reporting

Make data-driven decisions that improve the quality of agent performance and identify broken processes. A suite of over 30 reports allows deep dive to the root causes of poor service.

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Engage your agents

Involving your agents in the QA process is easy. Use dashboards to engage and collaborate with your front line agents to improve and maintain the service you deliver.

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Stand-alone or integrate

Deploy as a dedicated standalone solution or integrate with your CRM or cloud telephony platform. Increase that ease-of-use and productivity even more by having everything in one place.

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Track CSAT and NPS

Using the integrated survey tool to collect customer sentiment data right down to the agent. Build branded customised surveys and view your quality results side by side with CSAT and NPS.

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

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