Contact centres across the UK and Ireland rely on Scorebuddy for their call quality monitoring.
Scorebuddy, a cloud based call monitoring and reporting tool, provides contact centres with a simple staff scoring solution that replaces spreadsheets and documents with an easy-to-use web interface.
Using online scorecards to assess call performance while monitoring the call, supervisors have a practical and efficient tool for gauging the strengths and weaknesses of their team.
In addition to improving the efficiency of call quality monitoring, the Scorebuddy system allows supervisors to share best practice with their agents and recommend further training and development.
Who uses Scorebuddy for call quality monitoring?
Various industries use call quality monitoring to support staff performance in their contact centres. From finance and business sectors to energy providers and customer service industries, any company that relies on an inbound or outbound contact centre to communicate with customers can benefit from the Scorebuddy system.
Using the Scorebuddy tool, call centres can collect and analyse agent performance data, monitor customer interactions and ensure customer satisfaction. The tools also allow for practical back-end applications such as auditing of back office procedures, ensuring adherence to compliance standards and sharing key performance data within the call centre management team and with campaign clients.
How does call quality monitoring work?
Using the scorecard tool, evaluators can simply select and deselect categories on a pre-designed web form to assess the call centre operative's call performance and level of customer service.
Evaluators click on selected categories to indicate the agent's score in relation to that category. In addition, they can select quick comments from a drop down menu in each category and add free text comments to build a more complete report.
The scorecard also allows evaluators to make further recommendations, such as additional training and support. An incident file in the form of an audio file, email or chat thread can also be attached for more in-depth reports.
For a free 30 day trial of the Scorebuddy call quality monitoring system call us in the UK on +44 (0) 203 5140415 or fill out our online sales form.
With Scorebuddy quality monitoring you get the following benefits as a bonus!
- Analysis, in depth knowledge and improvement of scripts and processes
- Enhanced customer satisfaction
- A quality 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