Scorebuddy for Compliance Managers
We know that compliance managers have a lot of plates to spin at any one time, and such are the penalties for non-compliance; they literally cannot afford to let any of those plates drop.
Scorebuddy’s compliance module helps you easily identify when and where a breach has occurred. Non-compliant events are flagged so that immediate attention can be given to the agent, or process, involved. This way, you can keep on top of regulations and avoid penalties. No broken plates!
The Most Popular Features for Financial Companies
In regulated industries such as the financial services, it’s essential that you know immediately should you have a compliance failure. Scorebuddy sends an email to a line manager as soon as a compliance question is missed, with the full details. In this way, Scorebuddy can actually help you reduce your risk profile.
You will love that you don’t have to click into every scorecard to see what your compliance error rate is; see it as soon as you log in. Put in any date range and it will give your compliance pass/fail rate, which makes reporting and meeting prep so much easier.
Reasons for compliance failure
Drill down into the data to figure out what the reason for the fail is without having to leave the dashboard. Read the supervisor’s comments right in the scorecard and listen to the customer interaction attached to the scorecard. It’s easy to take remedial action and coach out the problems.
Log of compliance activity
Scorebuddy keeps a full log of your compliance monitoring and performance, so in the event of an audit by the financial regulator, all the data is in one place. Your boss will be delighted and the regulator will love you.
Compliance questions built in
You can go full-metal-jacket compliance for one client and add it to a longer scorecard for the next one. It’s a big part of Scorebuddy, not just an add on.
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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.