QA Software for scoring (Calls/email/chat/social)
4.5/5 (33 reviews)Scorebuddy is quality monitoring solution for scoring customer service calls, emails and web chat. Scorebuddy is a dedicated, stand-alone staff scoring system hosted in the cloud, delivered over the web which requires no integration.
With the tool you can design and build your own scorecards, collect results, share, collaborate and review with staff. Scorebuddy is designed to replace spread sheets and static scoring systems. Scorebuddy saves time, and increases accuracy, team leaders and agents love it.
Our clients say; "Scorebuddy has a made a real difference. The simplicity of its design means that the whole team have been able to "hit the ground running" in terms of setting up scorecards and scoring. As and when amendments are needed to scorecards. this is quick and easy, meaning that as business processes change, we can respond immediately."
Scorebuddy can be used for any customer service channel; phonecalls, emails, social media, whitemail, etc. Some of our clients use Scorebuddy in their retail stores scoring customer service interactions at tills on a tablet, other clients use Scorebuddy for onsite auditing.
Scorebuddy can show that quality checks are carried out across the business, this is a very beneficial aspect to heavily regulated industries where compliance and accountability are priorities.
Pros
Everything was good how ever colours could be more vibrant
Cons
Most things were good to other then the speed
Thank you for creating Scorebuddy and thank you for letting me and my team achieve operational excellence on a day-to-day basis.
Pros
Excellent matrix, nothing much to add coming from a psychology post-graduate.
Cons
Some of the requested reports are coming out with a slight delay in time.
Our office recently introduced Score Buddy to replace our previous quality monitoring program, Blue Pumpkin. Score Buddy is much more user-friendly and is especially perfect for visual-oriented professionals. Information is presented on graphs and in colors, making data easy to understand. It allows you to track progress, work toward incentives, and set team goals. The scoring system is well-organized, allowing comments and attachments. Our previous system was outdated and hard to navigate, so people rarely viewed their evaluations. Because this one sends notifications and is so easy to read, representatives have been more responsive to their evaluations.
Pros
-Clean interface with graphs that put data into digestible form
-The scorecard streamlines main points but also expands to see more detail
-Able to attach files and leave comments
-Easy to track individual progress and engage with team members/co-workers
-Web-access allows viewing at the office, home, or on the go
Cons
-Bit of learning curve with accessing evaluations
-Some features are hidden at first
Saved so much time and effort and excruciating clicking of buttons and cells in other products.
Pros
Control - I kept control of every aspect of our scorecards and didn't have to wait for someone on a service desk to make a change.
Cons
The basic module was still far, far superior to what we had before!
We find Score buddy very user friendly and agent user friendly . We chose Score buddy from recommendations from ex colleagues in Laya healthcare and the stand at the CCMA annual conference.
We would be lost without Scorebuddy now we are using it and have bedded it in as part of our culture in Phonewatch.
Agents being able to log in and view their current and historical calls is a great incentive for buy in for agents usage. Also the ability to let agents score their own calls.
It has given us great insight at a touch of a button into our performance at a call quality level. At bonus calculation time it is given us back valuable time that was spent trawling through excel sheets.
Definitely I would recommend Scorebuddy to any call centre environment as you can build your score cards so easily and quickly and also add new scorecards for new campaigns at anytime.
Improve staff performance.
Saves time scoring and reporting.
All scores in one place with easy reporting and analytics.
Focus training & coaching on what matters.
Increase employee engagement.
Increase customer satisfaction.
Reduce customer churn.
Carry out root cause analysis.
Below are some frequently asked questions for Scorebuddy.
Scorebuddy offers the following pricing plans:
Starting from: £99,00/month
Pricing model: Open Source, Subscription
Free Trial: Available
Scorebuddy offers the following features:
Scorebuddy has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business
Scorebuddy supports the following languages:
English
Scorebuddy has the following pricing plans:
Open Source, Subscription
We do not have any information about what devices Scorebuddy supports
We do not have any information about what integrations Scorebuddy has
Scorebuddy offers the following support options:
FAQs, Online Support, Phone Support, Video Tutorials
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