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Guide

ScoreBuddy

Written by Scorebuddy

   

Scorebuddy increases staff efficiency, productivity, and gives you insight into the actual customer experiences. Scorebuddy promotes best practice, identifies top performers and staff in need of improvement, reducing mistakes and the resulting lost customers or sales.

How Scorebuddy can boost your call centre performance

Agent Performance – By measuring your agents' call outcomes against your business best practice guidelines, comparing the results, and then advising your staff of strengths and weaknesses, you can motivate them to become more attentive. As a result, your employees can improve their call centre communication skills and boost their overall productivity and efficiency in their role.

Reduce Cost – By improving your staff's call centre performance and increasing their workplace efficiency you will, over time, save company expenses by ensuring staff are fully trained and competent in their role.

Increase Customer Satisfaction – Monitoring your staff's call centre performance has a very beneficial knock-on effect of heightening your customer's satisfaction. By being able to carefully monitor their interactions with customers, staff will be more motivated to ensure they provide the best possible customer service. Positive feedback for providing quality customer care encourages employees to continue doing their best to keep customers happy.

Introduce Effective Change – Post evaluation of staff performance with the Scorebuddy scoring system provides staff with insights into areas that may require added learning. Evaluators can attach a scored card to their assessments so employees have a record of their achievements and/or areas requiring further training.

Improve Engagement – By engaging call centre agents in an ongoing quality control scoring system and frequently providing them with meaningful and helpful performance feedback, your staff's performance will be accelerated. This will have an overall positive effect on the level of quality your business provides its customers.

For more information on improving your UK organisation's call centre performance using the Scorebuddy staff scoring system, contact us on +44 (0) 203 5140415.

 

Bonus Benefits

With Scorebuddy quality monitoring you get the following benefits as a bonus!

  • Improvement scripts and processes
  • Reduce Customer Churn
  • Audit Trail for review and as a reference for HR in the event of disputes
  • Better understanding of common customer complaints and concerns
  • General troubleshooting
  • Root Cause Analysis

Tags: Blog

eBook

Soft Skills in the Call Centre Environment

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In this eBook, you will learn:
– How soft skills are a predictor of agent performance.
– How to assess soft skills in the agent hiring process.
– How to develop soft skills in your agents as part of their training.
Download Now