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 months performance against previous months at the click of a button.
Streamline Your Call Center Quality Assessment
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.
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.
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.
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.
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
Trusted by the best
Scorebuddy delivers measurable, positive change