Several years ago, Ben Adaway, WWF's Head of Support Services headquartered in the UK embarked upon the development and implementation of a quality assurance (QA) framework that would govern its contact centers; and would improve the service experienced by its supporters and donors alike.

After a wide search for a solution, and after Scorebuddy demonstrated its efficacy. Ben readily understood why and how Scorebuddy would fit their needs for a robust, flexible, stand-alone solution to create and manage scorecards and most importantly, to analyze and report across all of WWF's aspects of customer experience. Ben used Call Center Helper to conduct research for potential solutions and to select a vendor that would meet their needs.

WWF's quality framework not only governs call center agents who receive inbound calls for donations, (customer service and donation calls) but also, all aspects of their fulfillment and fund-raising activities. Agents receiving donation calls are scored and reviewed weekly

WWF's compliance team establishes Scorebuddy across their fulfillment and outbound calling teams. Agents who support fulfillment including correspondence, adoption packets, fund raising packets and WWF's online store, are scored on their approach to donor interaction as defined by WWF's quality assurance framework.

WWF outsource their customer upgrade campaigns to an agency periodically through the year. They use Scorebuddy's Compliance and Calibration modules to manage the quality of these campaigns. Compliance is used to ensure that the agency adheres to some strict guidelines and Calibration is used to normalize scores where self-scoring is being employed, to assure consistency of scoring.

"Once we are confident that that agency knows what we are looking for, and we trust them, we will give them access to Scorebuddy and they will go and evaluate themselves. We will then go in and use the calibration tool to make sure that they are doing that correctly".

Self-scoring is a feature that is utilized by the internal WWF team. Agents conduct self-evaluations 3x/week, where their manager may conduct their evaluation 1x/week. The increased number of scores that come from this self-scoring provides a much richer data set for analysis. The results from which are used to identify service issues where training programs can be introduced.