Check out our main features
Everything starts with a Scorecard. Create the scorecard you want with Scorebuddy’s intuitive Scorecard builder. Set up as many different scorecards as you like to evaluate phone calls, emails, chat, social media responses, complaint handling … whatever interactions you need to evaluate. Browse our library of templates to get started. Use a mix of standard numeric, blind scoring, non-numeric or holistic scorecards to meet your needs, create custom tags and root causes for detailed analysis later.
If you can’t measure it, you can’t manage it. Scorebuddy’s powerful analytics tool allows you to spot trends and exceptions so you can manage, coach and improve. Using a selection of over 30 reports, dig deep into your call center’s quality scores to carry out root-cause analysis, identify common pitfalls, broken processes and training gaps, or catch people doing a good job! Create your own data tags to categorize and organize the information to reveal even more detail.
Transparency inspires engagement. Give agents their own dashboards showing their quality scores and any coaching tips from the evaluator. they get alerted when a new score is submitted, you can even choose to let them self-score. When in 1-1 meetings, record personal goals and allow them to accept scores without review. With team leader dashboards you can watch as they up their game, empowered by the metrics and the trust you’ve placed in them.
Surveys… but for call centers. Complete the picture; get amazing results by combining your internal Quality and Customer Sentiment scores on a single platform. Scorebuddy’s integrated customer surveys gather customer satisfaction (CSAT) and Net Promoter Scores (NPS) post interaction and tie them back to the agent giving agent, supervisor, team and group satisfaction scores. Send surveys from your CRM using our API or issue SMS and email invites from the agent desktop.
Good decisions can only be made with consistent data. Maintain consistency across evaluators and reduce variations in quality scores. Scorebuddy has a built-in calibration feature which highlights the variances between the scores from multiple evaluators of the same interaction. It indicates where calibration sessions or further training is needed for the evaluator so that you get consistency in scoring, building trust and confidence.
For when compliance isn’t an option. As consumer and data protection regulation spreads, monitoring compliance and alerting breaches is increasingly demanded. Scorebuddy’s compliance features automatically track compliance performance and highlight failures as they happen, alerting a line manager. Relax in the knowledge that you can show auditors how you are monitoring and dealing with compliance breaches and reduce your risk profile.
Are you an Outsourcer?
Enhance client relationships with trust and transparency. Share QA results and calibrate with your clients.
Manage Service Delivery
Deliver efficiency and results across your client teams with tailored QA frameworks. Use Scorebuddy's flexibility to meet every need.
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.