Scorebuddy

Owned by Brittanie Keyser
Dec 19, 2018
3 min read

This tool has solely been researched by the WilsonHCG Innovation team.

Summary

Close to 5 years ago, Derek Corcoran was busy running a SaaS (Software as a Service) company, Sentient Solutions, when one of their call center clients came to them with a challenge:

The challenge was quality assessment. The client wanted to be able to:

  1. Easily score the quality of customer service interactions being delivered by call center agents across multiple channels and eliminate spreadsheets
  2. Use the scores to improve the performance of call center agents, teams and supervisors by drilling into the data to carry out root-cause analysis.
  3. The customer had researched the market and found that many of the available QA solutions were very basic add-ons to software that was designed for call recording. They knew they wanted a bespoke solution, and they knew it would be on a scale that was beyond their in-house IT team.

Working closely with the client Derek and the development team set out to create a user-friendly, cloud-based quality assessment solution specifically for contact centers.

The client loved it. Scorebuddy was born.

Scorebuddy is still a youngster yet we have customers all over the world in an array of industries including outsourcing, healthcare, insurance, finance, security, technology, housing, cosmetics, gaming, retail and energy. Our clients range in size from global corporations like AirBnB, DHL and Allianz to growing brands such as Nature Box. You could say Scorebuddy is a child prodigy, but a very cute one that everybody loves.


Product Summary

Scorecard Builder
Everything starts with a Scorecard. Create the scorecard you want with Scorebuddy’s intuitive Scorecard builder. Set up as many different scorecards as you like to evaluate phone calls, emails, chat, social media responses, complaint handling … whatever interactions you need to evaluate. Browse our library of templates to get started. Use a mix of standard numeric, blind scoring, non-numeric or holistic scorecards to meet your needs, create custom tags and root causes for detailed analysis later.


Analytics
If you can’t measure it, you can’t manage it. Scorebuddy’s powerful analytics tool allows you to spot trends and exceptions so you can manage, coach and improve. Using a selection of over 30 reports, dig deep into your call center’s quality scores to carry out root-cause analysis, identify common pitfalls, broken processes and training gaps, or catch people doing a good job! Create your own data tags to categorize and organize the information to reveal even more detail.


Agent Engagement
Transparency inspires engagement. Give agents their own dashboards showing their quality scores and any coaching tips from the evaluator. they get alerted when a new score is submitted, you can even choose to let them self-score. When in 1-1 meetings, record personal goals and allow them to accept scores without review. With team leader dashboards you can watch as they up their game, empowered by the metrics and the trust you’ve placed in them.


Surveys
Surveys… but for call centers. Complete the picture; get amazing results by combining your internal Quality and Customer Sentiment scores on a single platform. Scorebuddy’s integrated customer surveys gather customer satisfaction (CSAT) and Net Promoter Scores (NPS) post interaction and tie them back to the agent giving agent, supervisor, team and group satisfaction scores. Send surveys from your CRM using our API or issue SMS and email invites from the agent desktop.


Calibration
Good decisions can only be made with consistent data. Maintain consistency across evaluators and reduce variations in quality scores. Scorebuddy has a built-in calibration feature which highlights the variances between the scores from multiple evaluators of the same interaction. It indicates where calibration sessions or further training is needed for the evaluator so that you get consistency in scoring, building trust and confidence.


Compliance
For when compliance isn’t an option. As consumer and data protection regulation spreads, monitoring compliance and alerting breaches is increasingly demanded. Scorebuddy’s compliance features automatically track compliance performance and highlight failures as they happen, alerting a line manager. Relax in the knowledge that you can show auditors how you are monitoring and dealing with compliance breaches and reduce your risk profile.