The Scorebuddy Team

The Scorebuddy story

Close to 5 years ago, Derek Corcoran was busy running a SaaS (Software as a Service) company, Sentient Solutions, when one of their call center clients came to them with a challenge:

The challenge was quality assessment. The client wanted to be able to:

Easily score the quality of customer service interactions being delivered by call center agents across multiple channels and eliminate spreadsheets
Use the scores to improve the performance of call center agents, teams and supervisors by drilling into the data to carry out root-cause analysis.
The customer had researched the market and found that many of the available QA solutions were very basic add-ons to software that was designed for call recording. They knew they wanted a bespoke solution, and they knew it would be on a scale that was beyond their in-house IT team.

Working closely with the client Derek and the development team set out to create a

user-friendly, cloud-based quality assessment solution specifically for contact centers.

The client loved it. Scorebuddy was born.

Scorebuddy is still a youngster yet we have customers all over the world in an array of industries including outsourcing, healthcare, insurance, finance, security, technology, housing, cosmetics, gaming, retail and energy. Our clients range in size from global corporations like AirBnB, DHL and Allianz to growing brands such as Nature Box. You could say Scorebuddy is a child prodigy, but a very cute one that everybody loves.

Derek

Having worked with US multinationals AT&T, Lucent Technologies and former Irish state telco Eircom at Director level, Derek has built his career on bringing innovative services to enterprises. As CEO and Founder at Scorebuddy, he drives the broader business strategy and is the main product architect. He is also an unofficial organiser for the sports and social club.

Dick

Dick has worked at senior level with Lake Communications, International Aeradio, Nortel Networks and Clarify in business and market development. In his role as Business Development Director Dick focuses on netting great customers across the globe for Scorebuddy and leading the sales team. He can be found working the room at a networking event near you! Dick is big into civil rights and social action. He also keeps bees.

Brendan

Brendan provides financial stewardship on a day-to day-basis as well as at board level. Despite being the Scorebuddy bean-counter, he assures us that he is not a party pooper, and is happy to let us try new things as long as there is a good return on investment.

Mark

Mark is Technical Lead for Scorebuddy. He keeps abreast of current best practices and is always willing to try a new or innovative approach. He wouldn’t tell us what his hobbies are, so we have put football down as his main interest.

Paddy

Working with us for over 3 years, Paddy is one of the veterans of the account management team. He is known for his ability to make people feel at ease during tours/sales calls. Paddy has worked with all of the various iterations of Scorebuddy, and so he has a deep knowledge of the product. He likes to learn about your business so that he can recommend certain features/reports that will work best for you.

Aaron

With years of direct customer service experience, you’ll be in good hands with Aaron as your Account Manager. With an attention to detail and a tailored approach to demonstrations, he’ll have you up to speed and set up in no time. A craft beer snob and fast-food enthusiast, Aaron is also the Founder and Chairman of Scorebuddy’s Fantasy Football League.

Rebecca

Being the latest and greatest addition to the Scorebuddy team.Rebecca joined us recently from Oracle, and so she has lots of experience working with enterprise software. She is sharing that knowledge with the Scorebuddy team and in turn she is getting to work with a more specialized product. Rebecca is known for her personal touch and ability to build strong, long lasting relationships with her clients.

Loredana

Lore is part of our Customer Success team. She likes travelling and helping our scorebuddies achieve their desired outcomes and experience real business value. She’ll be your trusted advisor during your Scorebuddy journey.

Betty

A great scorecard is absolutely key to quality monitoring; she has many years of experience building scorecards for different companies and so she should be considered an expert at this. If you are lucky enough to have her as your customer success executive, she will make herself your first point of contact.

Dave

Dave likes making things. How it works and how it looks are of equal importance to him, which is a good thing because he is Lead Developer for Scorebuddy. He comes up with some of his best ideas when out cycling (he’s pretty slow, so he has lots of time).

Ferdia

Ferdia = Developer. Ferdia is responsible for application development for Scorebuddy as well as infrastructure maintenance. He is particularly talented at explaining technical issues to non-technical people. Ferdia has an impressive T-shirt collection.

Richie

Richie is our Lead PHP Developer. He developed the Analytics module for Scorebuddy and has made our presence on the Salesforce App Exchange possible. He was the first person in the office to get those virtual reality glasses. We make faces at him when he’s wearing them.

A bit about us...

We’re Customer Focused

We’re Agile

and we‘re a bit of fun

We’re Customer Focused

We pride ourselves on our support and responsiveness and this is reflected in the awards and reviews we receive. We pay close attention to how Scorebuddy evolves and changes to meet changing needs by adding customer requests into our road map.

We’re Agile

Our close knit team combine design flare and technical skills to constantly review, improve and evolve Scorebuddy, taking innovative concepts and joining them to client inspired feature requests delivering enhanced value to all our clients.

and we‘re a bit of fun

We have a colourful cast of characters collaborating to deliver a product designed to enhance the work lives of Scorebuddy users. We hope our ‘Bon Vivant’ is reflected in the user experience and conversations with our clients.

What Scorebuddy Customers are saying

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
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!
Ron Tiesler
Executive Director

BenefitMall
Scorebuddy has provided BenefitMall with an application for building consistent and customer focused quality evaluation solutions across business units and locations. Our front line now depends on Scorebuddy as an integral part of performance development tools used with staff. Through this journey we have evolved from using home-grown solutions to using Scorebuddy’s robust reporting and analytics; which informs data driven decision making at multiple levels in our service organization.
Linda Matthijs
Quality Development

5CA
By using Agent Dashboards agents feel more involved and the team is more aligned on what quality level is expected, especially the self-scoring and the option to request a 1:1 are really paying off.
Linda Matthijs
Quality Development

5CA
Using the Analytics reports provide us with information where to focus on, the loop with training and coaching is easily made and we can improve our tools to support our agents in a better way.
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.
Linda Matthijs
Quality Development

5CA
The Scorebuddy-Zendesk Integration saves us a lot of manual work and that definitely is a plus and makes the overall QA process more efficient.

Working together to make quality assurance more productive and effective

We pride ourselves on our
friendly approachable nature. Check out our Bios below.

The Scorebuddy story

Close to 5 years ago, Derek Corcoran was busy running a SaaS (Software as a Service) company, Sentient Solutions, when one of their call center clients came to them with a challenge: