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:
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.
The Scorebuddy Team
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 HalouzkovaSenior Customer Service ManagerRyanairRyanair initially used Scorebuddy to measure 600 staff and 3 outsource partners throughout Europe. The value was seen immediately as our 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. Now at Ryanair we’re hosting over 800 agents with 60+ supervisors across 8 separate locations and nationalities. This requires a lot of emphasis on creating unique scorecards to cater to those different cultures and languages. Furthermore, we are currently getting ready to go live with our Zendesk integration.
Ron TieslerExecutive DirectorBenefitMallScorebuddy 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. This includes over 400 users along with 80 admins and supervisors, which is why utilizing Agent Insights is essential for our business. 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 MatthijsQuality Development5CABy 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. 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. The Scorebuddy-Zendesk Integration saves us a lot of manual work and that definitely is a plus, which in turn makes the overall QA process more efficient.
Nikki DaviesGlobal AssistanceAllianzOver 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.