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Complete Feature Comparison
|Holistic and Success Scorecards In addition to traditional numeric scorecards create impactful, visual banded views.|
|Multi-Tenant Controlled access for multiple tenants giving controlled access to reports, scoring or calibration.|
|Calibration Easily compare evaluators scores clearly identifying variations.|
|Agent & Supervisor Alerts|
|Custom Tags Add your own data tags to scorecards to provide detailed result analyses and reports.|
|Agent Dashboard Personalized dashboard displaying performance, coaching tips and goals to agent.|
|Goal Setting Set goals for the agent, team and group, track in the Agent Dashboard.|
|Root Cause Analysis Assign root causes of poor quality at question level for deep dive reporting.|
|Integrated CSAT Surveys Manually or automatically issue surveys post interaction, track results by Agent, Team and Group.|
|QA Analytics Suite|
|Data Export API Export detailed daily results data for further analysis in your BI tool.|
|Single Sign On (SSO)|
|Enhanced Onboarding Migration of current scorecards into Scorebuddy, test and review with expert input.|
|Targeted Training Program Personalised training program tailored to your organizations needs delivered by an expert.|
|Assigned Account Manager|
Unlimited Scorecard Scorecard Designer Holistic and Success Scorecards In addition to traditional numeric scorecards create impactful, visual banded views. Multi-Tenant Controlled access for multiple tenants giving controlled access to reports, scoring or calibration.
Tip Sheets Calibration Easily compare evaluators scores clearly identifying variations. Compliance Reports Standard Reports
InMail Agent & Supervisor Alerts
Coaching Comments Custom Tags Add your own data tags to scorecards to provide detailed result analyses and reports. Attach Files Supervisor Dashboard Agent Dashboard Personalized dashboard displaying performance, coaching tips and goals to agent. Goal Setting Set goals for the agent, team and group, track in the Agent Dashboard. Self-Scoring
Basic Reports Root Cause Analysis Assign root causes of poor quality at question level for deep dive reporting. Custom Reporting Integrated CSAT Surveys Manually or automatically issue surveys post interaction, track results by Agent, Team and Group. QA Analytics Suite Data Export API Export detailed daily results data for further analysis in your BI tool.
Zendesk Livezilla Salesforce Single Sign On (SSO)
Platinum Support Free Onboarding Enhanced Onboarding Migration of current scorecards into Scorebuddy, test and review with expert input. Targeted Training Program Personalised training program tailored to your organizations needs delivered by an expert. Assigned Account Manager
Which Package is Best for Me?
The Essential package is just that; the heartbeat of the application. Scorebuddy offers unlimited, fully customizable scorecards giving you the core features you need to streamline the gathering of QA data, add coaching tips, categorise with custom tags and organize reviews with agents and maintain consistency through calibration scoring.
If you focus on agent engagement the Elite package is for you, personal dashboards allow Evaluators, Supervisors and Agents to view team and individual performances. Stay connected with notifications and our Elite In-mail function to quick message one or more staff. Get a 360-degree view displaying Customer Sentiment side by side with QA scores using integrated Surveys.
The Enterprise package is a high impact suite of sophisticated tools for any expanding or multi-location organizations. Deep dive with the Analytics module using any of the 35 reports. Trend reporting and gap analysis lets you to track progress and take targeted action. Root-cause analysis will pin point broken processes, training gaps and teams or individuals that are exceeding or falling below target.
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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.