Allianz

Allianz Global Assistance relies on delivering fast high quality services to its customers 24/7 around the world.  It is a global leader in Assistance, Travel Insurance and Personal Services.

Allianz identified the benefits Scorebuddy could bring to their customer service centres in reducing the effort required to gather and manage quality scores.

Solution

Over 30 managers in Allianz use Scorebuddy for quality monitoring their teams.  Staff lists are up to date, unlike their previous system which was only updated annunally.The managers have increased autonomy and ownership over their quality forms as they can instantly change their scorecards to what suits their needs.

“It allows the managers now to have far much more freedom in creating new scorecards, much more flexibility in changing the questions, it means that if they want to change a question midway through the year it doesn’t affect the historical data.” – Nikki Woolgar, People, Performance and Development Manager, Allianz Global Assistance

Outcomes

Quality monitoring for Allianz is now streamlined and easy to manage allowing them to just focus on the actual monitoring, not on the technology used for monitoring; “It allows us to focus on Quality assurance, on that call audit or the audits of the letters to ensure the quality that we offer our customers is the best.”  The fact that Scorebuddy can be quickly deployed and doesn’t require IT or input from other departments made the solution very attractive.

The reporting tool has given Allianz a greater insight than they had previously and the presentation of information has made understanding easier; “Previously we had to report manually with our access database.  Now we can quickly insert the reports into our own report, it’s opened up a new world of reporting for us.”

“Scorebuddy is so easy to use. It provides us with the flexibility to create and implement a variety of audit forms to monitor our levels of customer service provided. To top it all the support staff are really friendly, helpful and professional” – Nikki Woolgar, People, Performance and Development Manager, Allianz Global Assistance

S2G

S2G are an outsourcer that work, to the most part, with technological customers. Their slogan “Humans Helping Humans within the World of Technology” kind of says it all really. Their agents will be trained on multiple client desks and so training is of utmost importance here.

Why they measure/assess quality

S2G strive to provide quality customer service and knowledgeable technical support on behalf of their clients. They measure quality to ensure that their team are supported and have the coaching they need to succeed.

What they measure

Outside of the usual metrics, S2G measure opening/closing adherence, soft skills, technical knowledge, call handling skills and documentation just to name a few.

How they were measuring and assessing quality before Scorebuddy

S2G were using a large proprietary software before they started to work with Scorebuddy. They found that it wasn’t easy to use, it promised a lot of functionality that it did not deliver, and even logging in to the system was a challenge at times!
Reporting was a chore and if there were any issues with the system a ticket needed to be raised and the long wait for a response would begin.

How you went about finding a solution (The process)

“We had tried various systems to measure quality. Some were robust and did not always deliver as expected; some were limited in their functionality. Reporting was also very complicated or limited. We went in search of a software program that could be used throughout our company that allowed us to customize our scorecards per program and gave us a way to run reports and give feedback to our staff. Online research brought us to Scorebuddy” – Julie MacIntosh, Quality and Training Director

Why you chose Scorebuddy (over the competition)

“We wanted something with a clean design and convenient administration options for our Managers and our Quality Team. We also needed a way to allow the Quality Manager and/or our Clients to join us in calibration sessions. We needed a program that fulfilled our needs. We found it in Scorebuddy”.

How Scorebuddy has helped S2G

S2G’s Quality Manager professes her love for the Calibration Module (in particular) within Scorebuddy. “I love Calibration. How else would you know that your agents are being scored as they should? We need to know that our employees are delivering a service that meets the standards set by management and/or our clients”.

Another module that Julie works with regularly is the Analytics Module. “Every month I am looking at the trends across our locations. If I see a trend, I will deep dive into that area to get a better understanding of the cause and effect. If there is an area that requires improvements, we will coach or develop a training program and roll that out to the team. I can then go back to the Analytics module to ensure the effectiveness and obtain the metrics on improved performance in that area”.
Julie continued “It’s not just about gathering the data; it’s about doing something with it to close the gaps! I can run a report at the click of a button and share it with our senior management team via our intranet in minutes.”

Scorebuddy has helped to improve S2G’s quality significantly. They have buy-in from senior management which will have contributed greatly to their success.

Nature Box

NatureBox delivers a world of carefully sourced and nutritionist-approved foods right to your door. Each snack contains wholesome ingredients – with no artificial sweeteners, flavours or colours. Snacking has never been so deliciously fun and naturally easy.

The then classic start-up was founded by college friends Gautam Gupta and Ken Chen in 2012. They have since moved out of their first office (an apartment!) into a more professional property in Silicon Valley. They are now also delivering food to businesses. These customers recognize the value in a healthy team and so now everybody wins.

Why they measure/assess quality
Quality comes from the top down at Naturebox, it is something that is absolutely core to the product itself. The team there have set a very standard of service and in order to maintain that, they must manage the customer service function carefully. Their reputation is particularly important to them.

What they measure
Naturebox provide multichannel customer support, they want to talk, chat & message each customer on the channel of their choice. The main channels that they provide are chat, email & phone.
They measure both qualitative and quantitative elements of their interactions and so they need to have a robust quality assessment solution in place. Especially considering the fact that they now have over 25,000 customer interactions per month!

How they were measuring and assessing quality before Scorebuddy
When Director of Customer Support – Dawna Blocher joined the team there was a quality system in place, but this wasn’t considered to be scalable enough to meet Natureboxs’ big plans. “The Quality Manager would listen to the recordings of each call and would then identify the agents that needed coaching. This was useful for those agents that needed coaching, but what about the agents that were already very good but wanted to develop?”
Naturebox have a progressive attitude to pretty much everything that they do, internally as well as externally.

How you went about finding a solution (The process)
With Dawnas’ 25 years experience in the customer service space, came the knowledge that spreadsheets and pivot tables were not going to serve them well, especially considering that Naturebox had large growth in mind.
She found Scorebuddy via a Google search, studied the website and decided to take a trial. “I downloaded the trial, we tested it in our HQ here in Silicon Valley and I knew straight away how this tool would help us. I brought it to Gautam & Ken and they told me to go for it”.

Why you chose Scorebuddy (versus the competition)
“I couldn’t find anything more suitable. There was no competition that I could find. You can quote me on that”.

How Scorebuddy has helped Naturebox
“This is easy, my QA team is far more productive now. The impact when we started using it has shown itself in the agents’ performance. Agents’ scores literally improve in front of your eyes because of the real-time results showing up in their dashboards. Our training department has improved ten-fold since bringing it in.
I can impact agent performance with precision now. The results from our scorecards come in in real-time and I can step in and offer coaching or whatever is needed.
I think back to all of the hours that I have spent playing around with spreadsheets during my career. I would often have been asked to produce a report late on a Friday for the following Monday, and I would have spent a large part of the weekend struggling to get a coherent report from our spreadsheets. I don’t worry about that any more”.