Accelerate contact center quality improvements by sharing coaching and scores through agent dashboards. Give QA Managers a powerful topic search to target evaluations.
Eliminate inefficient spreadsheets and documents with tailored scorecards designed to meet current and future business needs. Select numeric, non numeric or pass/fail formats to meet every requirement.
Reduce the time for agent performance reviews and increase their accuracy across every customer interaction. Use advanced reporting to focus on the big picture and address root causes of poor service.
Eliminate tedious QA tasks to help your teams work smarter, not harder. Agent self scoring, Smart evaluation lists, automated list building and assignment combined with online reviews, significantly reduces the burden on evaluators, supervisors and agents.
Supervisors and agents can engage by having all the data at their fingertips, interacting with quality scores, performance reviews and learning by collaborating through personalized dashboards.
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.
Quality Assurance Supervisor