Call Centre Quality Assurance Process
Purpose-built, award-winning solution for call center quality and reporting
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.
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.
Streamline Your Call Center QA Process and….
Improve agent engagement and performance in your Call Center
Make data-driven decisions that improve the quality of agent performance
Increase customer satisfaction & loyalty with improvement in CSAT & NPS
Supporting Quality Programs Worldwide
Improving Customer Experiences Across Multiple Sectors
Agents managed each week
NPS score from our customers
Reported increase in quality
Trusted by the best
Scorebuddy delivers measurable, positive change
“Best Contact Center Technology” by Call Centre Helper
What Scorebuddy Customers are Saying
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