As a quality monitoring tool for call centres Scorebuddy's primary goal is to improve the delivery of customer service to your end customers. As such each feature focuses on highlighting trends in performance; good and bad. By paying close attention these highs and lows changes can be made to improve customer service levels.
Scorebuddy was built to monitor call centre agents performance. In the process we realised there are many more staff groups involved in call centre agent performance other than agents; Team Leaders, Supervisors, Quality Analysts, Coaches, Human Resource Personnel, Customer Service Managers, Call Centre Managers, Head of Operations, Outsource Clients. Scorebuddy improves the effectiveness of all staff in relation to perfermance management.
Scorebuddy is simple call monitoring software designed to score the quality of calls regularly and consistently. With Scorebuddy in your call monitoring process agents strive to provide excellent customer interactions because they are motivated by peer pressure and a natural desire to succeed. Feedback is delivered in positive terms and illustrated with detailed comments strengthening engagement with the Agent.
Use Scorebuddy to enhance your call center monitoring to provide insight so you take the right actions. Identify knowledge or skill gaps using Scorebuddy analytics so training can have maximum effect. Evaluators can attach a file to a scored card so that staff have an audio recording, email or IM sample to reference when reviewing a score which raises the learning ability of agents.
Monitoring customer service on an ongoing basis is directly linked to improving customer satisfaction. By engaging agents in an ongoing quality process and providing them with meaningful personal feedback Scorebuddy can accelerate learning and promote an understanding of what drives best practice.
The ultimate goal for your call center is to provide a positive customer experience. However, building brand loyalty and improving efficiency and productivity without quality assurance (QA) isn’t possible. You can’t boost revenue and ROI in your contact center..
This blog has been updated in July 2019
Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t want to be on the phone any more than the agents themselves do. Even in the best..