Before Scorebuddy, Credissimo’s QA process was largely manual and quite fragmented. Managers used Excel to track evaluations, and their monthly feedback forms were still paper based.

With dated tools and a disconnected system, it was difficult to compare performance across different people, teams, and departments. As a result, it was virtually impossible to identify agent strengths and weaknesses accurately enough to take action.

Given the impressive scale of Credissimo’s operations, Veselin also needed a way to scale the QA function beyond customer support conversations. This meant finding a way to evaluate the handling of credit applications, case work in IT and Legal, and more—all while maintaining consistent criteria, transparent KPIs, and a reliable monthly evaluation cadence.

Prior to Scorebuddy, Veselin didn’t have a single source of truth for QA and appraisals. This made it tough for leaders to align on goals, deliver effective coaching, or tie QA results to bonuses and incentives.

Credissimo established Scorebuddy as the backbone of its cross-functional QA program.

Veselin and the team use Scorebuddy to evaluate voice and chat conversations, assess the processing of credit applications, and review cases in IT and Legal. To do so, they apply clear scorecards and criteria across every one of these functions.

From a management perspective, leadership at Credissimo are using Scorebuddy’s reporting suite to view performance at multiple levels; individual, team, and department. This enables targeted coaching and more timely feedback. The process for setting goals and giving feedback is now transparent, with improved visibility for both managers and agents.

Ultimately, this initiative to formalize the QA evaluation process with a specialist platform has removed the need for paper forms and spreadsheets.

Credissimo now has a unified, data-driven overview of service quality across Customer Care, Telemarketing, Credit, Early Collections, IT, and Legal. With this huge leap in visibility, leaders can now track progress against operational targets with full confidence that quality practices are applied consistently over time.

Scorebuddy allows Veselin and the team to assure critical customer service KPIs, including an 80% first contact resolution (FCR) rate, 80%/20-second service level (SLA) target, and 5% abandonment rate for calls and chats. Not to mention sales performance tracking and process monitoring in the Credit, IT, and Legal units.

All of this allows managers at Credissimo to tie coaching back to real-world evaluation results, safe in the knowledge that these evaluations are consistent and accurate.

The impact on company culture is clear, too. Now, agents understand exactly what is expected and how their work will be evaluated. This QA transparency has allowed for the introduction of an easy-to-track bonus scheme, leading to marked improvements in accountability and engagement.

And, with the introduction of Scorebuddy’s LMS, training is easier to manage and more impactful.