Scorebuddy for Call Centre Managers
Contact Centre Supervisors like you tell us that Scorebuddy transforms their day-to-day operations by dramatically reducing review times, increasing agent engagement and revealing ways to improve quality and customer satisfaction.
For you, understanding what is happening during the interaction between agent and customer is vital. Scorebuddy was designed to shine a light on the quality of that interaction, but critically, and here’s where we’re different, to make it easier (for both you and the agent) to assess the agent’s performance and work on any areas that need attention.
Here are a few things we think you’ll really like about Scorebuddy:
It’s easy to use
Don’t worry about getting the hang of a whole new system with tons of functionality. Scorebuddy is so easy to navigate; after one call with Paddy, our customer services champion, you will be flying.
It makes reporting easier
You will love that you can use the data in a bunch of different ways. Scorebuddy allows you to show the top-line data in a spreadsheet. It’s so easy to extract a graph or pie-chart; perfect for presentations!
It helps users to identify at a glance areas that need improvement
Typically, with older in-house systems, you have to click into every score to see who needs attention, but Scorebuddy highlights trends and exceptions, identifying when you need to organise training or work on processes, and saving you lots of time.
It highlights where teams are doing really well
You can showcase and share what you are doing well, which motivates and rewards staff, reinforcing the behaviours that drive lasting customer satisfaction.
It provides a snapshot of all of the activity in one place
If you use scoresheets in Word or unwieldy Excel spreadsheets, it can take hours to do a monthly QA report. With Scorebuddy, you have everything you need in one place and available at the click of a mouse – one version of the truth in one place!
Change is the only constant
As customer and business needs change, you can modify your scorecards. Scorebuddy manages all the version control – just rejig the scorecard to shine a light on any area.
It gives your supervisors their time back
Scorebuddy saves time every day – it allows you to manage by exception. You’ll do fewer one-to-ones because it flags who needs attention, and the coaching meetings are shorter because everybody knows exactly which issues need to be fixed. Analysts can generate meaningful reports in seconds, saving them time in prepping for management meetings.
It sends compliance warnings
When an agent gets a “Fail” for an important compliance question, a line manager gets a notification straight away. Knowing you are on top of compliance takes the pressure off and really improves your regulatory profile.
It’s great for team morale
Benchmarking teams against each other creates a competitive buzz, which does wonders for your productivity and your quality scores, and drives up customer satisfaction.
Sounds great? Start our 14-day free trial right now. No credit card necessary.
Features in brief
Related Case Studies
In 2013 Ryanair made a pledge to the world media and to their 90 million annual passengers to make customer service their priority.
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What Scorebuddy Customers are Saying
- Keiran McCarthyHead of QualityVoxpro
The first step we took as part of our QA strategy, was to decide what platform would be used that would provide analytics and reporting that we could do with ease. We needed to make sure we could access the data easily. We selected Scorebuddy! For Outsourcers working with a scorecard system like Scorebuddy, the primary problem is that you take the ecosystem that your clients use when they come on board. You need to integrate their / the client’s CRM into the way you as the Outsourcer works. Scorebuddy can be used to standardize to one way of capturing quality, regardless of the ecosystem being used by the client. The #1 Outsourcer challenge is too much work and too little time. If used properly, Scorebuddy gives you the gift of time!
- Celina PerryQuality Assurance SupervisorBeachbody
At Beachbody we manage call centers on a global level and we use Scorebuddy to manage all of our QA Teams. Our QA teams randomly sample agent interactions, auditing all channels including voice, chat, email and social. We find Scorebuddy extremely easy to use, the look and feel is very user friendly. Our agents can review their dashboards immediately, reviewing feedback and gauging where they stand against other agents in real-time. Another major benefit of using Scorebuddy is due to their extensive and unique compliance suite. Furthermore, the team at Scorebuddy has been incredible, as far as when we need to reach out, requesting any type of assistance with a problem. Everyone has always been very attentive, so that has been incredible.
- Veronika HalouzkovaSenior Customer Service ManagerRyanair
Ryanair 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 DirectorBenefitMall
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. 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 Development5CA
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. 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 AssistanceAllianz
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.