Scorebuddy for Outsourcers
Scorebuddy was built with outsourcers like you in mind; in fact Scorebuddy was created to solve a problem for an outsourcer with whom our founders had an existing business relationship.
So we totally get that managing the quality for one desk is difficult, but managing the quality for a number of clients is a real challenge! Not so much with Scorebuddy – it enables you to track quality for each of your clients, while also giving you a rolled-up picture of quality across your center.
Here are a few things we think you’ll really like about Scorebuddy:
Scorebuddy is multi-tenant, meaning you can segregate your clients right down to individual scorecards.
Collaborate and share
Selectively share quality reports and trends by using client logins. Clients can drill down to team results but individual supervisors and agents are not exposed.
Build client trust
Scorebuddy offers two great ways to build trust with your clients and demonstrate the quality that you are delivering; the calibration feature lets you share lists of scored events; secondly, Scorebuddy allows your clients to add their own score as an outsource partner.
Win new business
Beat the competition! Why not use Scorebuddy to win new business? Mention in your bid offering that Scorebuddy underpins your SLA. Our outsourcer clients regularly include Scorebuddy as a point of difference when tendering for new business.
Score across multiple channels
If one of your clients offers phone support only and the next deploys every channel including IM, no sweat; Scorebuddy is designed to track quality across all the customer interaction channels.
We don’t need to tell you that not all clients are the same. Your clients may want to know specific things about how the agents are interacting with their customers. That’s cool – one client may be all about compliance and the next, purely about knowledge transfer. One client is inbound only, the next, both inbound and outbound. It doesn’t matter to us; you can build the exact scorecards you need for each client’s peculiarities and as many of them as you want.
You do your own QA but your clients want to evaluate your agents too? No problem. Scorebuddy is a sophisticated QA specialist with the capability to handle multiple evaluators. The calibration feature makes ironing out inconsistencies a walk in the park.
Scorebuddy is cloud-based, so you can have as many users as you need, anywhere in the world.
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.
Sound right for you? Start our 30-day free trial today. No credit card necessary.
Features in Brief
Trusted by the best
Scorebuddy delivers measurable, positive change
What Scorebuddy Customers are Saying
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.
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.
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.
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.