Use the integrated Learning Management System to roll out tailored training programs to remote teams quickly. Ramp up agent training & coaching with timely feedback and track progress.
Enroll agents in personalized training programs based on identified skill or knowledge gaps. Prepare new agents to hit the ground running while giving timely feedback and ongoing training to continually improve performance.
Add live courses and track attendance with integrations to popular tools such as Teams, Webex and Zoom. Develop custom content on products or services essential to agent performance.
Ensure your agents understand and retain crucial information by creating knowledge checks directly in your courses. Track enrollment and development, reward agents with badges and certs.
The first step we took as part of our QA strategy, was to decide what platform would be used that would provide analytics and reporting that we could do with ease. We needed to make sure we could access the data easily. We selected Scorebuddy! For Outsourcers working with a scorecard system like Scorebuddy, the primary problem is that you take the ecosystem that your clients use when they come on board. You need to integrate their / the client’s CRM into the way you as the Outsourcer works. Scorebuddy can be used to standardize to one way of capturing quality, regardless of the ecosystem being used by the client. The #1 Outsourcer challenge is too much work and too little time. If used properly, Scorebuddy gives you the gift of time!
Head of Quality