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Mitigate Risk With Compliance Monitoring, Audit Trails and More

Agent Customer Interaction

Analyze Every Interaction With 100% Coverage

When a compliance breach occurs, you need to know why it happened and how to fix it. With conversational analytics, you can track every single agent-customer interaction, monitoring compliance across the entire team and identifying issues within individual conversations.
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Maintain a Compliance Audit Trail

Maintain a Compliance Audit Trail

An audit trail demonstrates your commitment to compliance, establishes the importance of adherence, and provides records for regulators. Scorebuddy is a central location to track scorecard evaluations and compliance breaches, ensuring that all data is available in the event of a compliance audit.

Ensure Regulatory Compliance

Every interaction brings fresh risk and responsibility around consumer privacy and data protection. Without a QA system to automate and track regulatory compliance, your organization is exposed. Scorebuddy reduces the chances of a breach by improving security standards and limiting risk.

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Monitor Compliance Performance

When an agent fails to comply with regulations, the whole organization is at risk of sanctions. With our customizable scorecard builder, you can design auto-fail compliance questions, ensuring that no breach goes unnoticed, and then provide targeted compliance training to prevent future breaches.

Monitor Compliance Performance

Quickly Identify and Fix Breaches

Compliance breaches are costly—financially and reputationally. To avoid repercussions, you need to be aware of breaches as soon as they happen. With Scorebuddy, you can track regulatory compliance across the entire organization, catch any breaches, and automatically alert relevant parties.

Identify Breaches in Real Time

FAQ

How does Scorebuddy ensure regulatory compliance in contact centers?

Using Scorebuddy’s GenAI Auto Scoring solution, you can scale up to as much as 100% QA coverage, ensuring the widest possible safety net for catching any compliance lapses. Additionally, Scorebuddy’s customizable scorecard builder includes the option for auto-fail compliance questions so you can flag any regulatory breaches or risky interactions immediately.

Using our call center quality assurance software, you can monitor and track all interactions in one central location, helping to maintain an easy accessible audit trail for regulators.
How can Scorebuddy help prevent future compliance breaches?

By expanding your QA coverage with Scorebuddy, you can monitor up to 100% of interactions and catch any potential compliance failures at the earliest possible point. Through scorecard evaluations, you can quickly identify agents that pose a risk and intervene immediately with targeted training and coaching to address knowledge gaps and drive home the importance of regulatory adherence.
How does Scorebuddy support audit readiness?

As noted above, Scorebuddy helps you maintain a comprehensive audit trail by storing all QA evaluations in one secure, centralized platform. This makes it easy to provide any necessary documentation and evidence in the event of a regulatory audit.
Can Scorebuddy’s compliance scorecards be customized?

Yes, our scorecards are fully customizable. You can change questions and answers, adjust weighting, include fail-all and fail-section options and, vitally, insert auto-fail questions tailored to your specific regulatory requirements. This ensures that no compliance lapse goes unnoticed.
How scalable is Scorebuddy for large organizations managing compliance?

Scorebuddy’s contact center quality assurance software is completely scalable to match the growth of your business, no matter how many agents you hire or customer interactions you handle. Our platform is designed to support enterprise organizations with multi-site, cross-border contact center operations.

Using automated QA workflows, GenAI Auto Scoring, and a centralized data hub, you can guarantee consistent compliance monitoring across all departments, locations, and business units.

From Our Customers

Nikki Davies

A very convenient and innovative platform for Quality Assurance. 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 manually. 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 favorite 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. 

Nikki Davies

Global Assistance, Allianz

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