Monitor end customer interactions and calibrate scores with clients across a number of channels efficiently and transparently.
A quality assurance system that is at the core of their continuous improvement in quality.
Abtran is the largest indigenous business process outsourcer (BPO) in the Irish market and is the leading provider of customer management solutions in the public and private sectors.
Abtran has grown with well over 1,000 staff delivering service to every household in Ireland.
Abtran were using a mixture of Excel and Access to monitor the quality of their staff performance; both were laborious, broke easily and were reliant one a small number of individuals.
Abtran now has an easy to use quality monitoring tool that can be used to score calls, emails, correspondence and administration quality control. Scorebuddy is also used for back office activities monitoring all aspects of quality. Abtran have been able to change their approach to quality monitoring so that it is flexible and grows with the company.
“We have seen an overall consistent improvement in Quality across our business. It has given us the ability to change our approach to managing quality with industry changes and in line with our clients goals. We have been able to utilize Scorebuddy as a real time management and analytics tool, allowing for real time feedback and more in-depth root cause analysis.” – Joanna Keating, Quality Business Analyst, Abtran
Customer service representatives are able to get real-time feedback with the Agent Insight module. This contributes to positive behaviour changes instantly.
The Scorebuddy Analytics module is a big time saver for reporting in Abtran. The quality analysts can focus on analysing rather than running reports. It also gives them a closer insight into team and group performance.
Abtran have been able to have a whole new approach to how they manage and improve quality, they have a firm eye on what’s happening right now and what’s happened previously. This information allows them plan how they can improve in the future in realistic terms.
“Scorebuddy has been of great benefit to us in monitoring all aspects of quality and getting the best analysis from the samples evaluated. Quality is improving constantly across our business, Scorebuddy is a key element of our continuous improvement.” - Joanna Keating, Quality Business Analyst, Abtran
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This blog has been updated in July 2019
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