Beachbody’s decided their previous QA solution was too rigid to accommodate changes in their business. The firm conducted research to select a new software solution to replace one they had. They were looking for a solution that would provide a great deal of flexibility; as attributes of their business and of agent performance had changed significantly based upon business priorities.

Beachbody’s business model has significantly evolved over the last several years and they needed a call center quality management solution, flexible enough to allow them to manage their contact center partners in several global locations as well as to accommodate recent and future changes in the business. The flexibility that Scorebuddy offered, it’s multi-tenant functionality along with its ability to accommodate future changes is what sold their team on the solution. In addition, an agent dashboard providing instant feedback directly to agents, was another major reason for selecting Scorebuddy

Within Beachbody, Scorebuddy is being used in two major ways; as a random agent performance monitoring tool looking for individual coaching opportunities, as well as for trend and performance gap analysis across their global customer service organization.

Beachbody global contact centers utilize Scorebuddy to assess the performance of contact center agents who are both directly employed and managed by Beachbody, as well as agents who are part of customer service outsourcing partners in India, the Philippines and Mexico.

Scorecards are rolled out by corporate training and development across Beachbody, so that scoring, and reporting are consistent across the entire global organization. Beachbody quality teams in each location are an extension of the customer service team in the US.