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Guide

ScoreBuddy

Written by Scorebuddy

   

Call quality monitoring is important for the efficient running of UK contact centres. To ensure your call centre meets your organisation's stringent demands for quality at all levels, you need a reliable call quality monitoring system.

For outbound and inbound call centres alike, quality control can be easily monitored by the use of web-based score card systems like those provided by Scorebuddy.

With a score card system from Scorebuddy, your call centre supervisors and team leaders have a practical tool for assessing the strengths and weaknesses of your call centre operatives.

Scoring tools for call quality monitoring

Using a score card tool, evaluators can simply select and deselect categories on a pre-designed web form to answer questions about the call centre operative's call performance.

With each click, the score card builds, instantly highlighting any points of failure. Evaluators can select quick comments from a drop down menu at each category to help build the report. Free text comments can also be added to round out the report and allow evaluators to make further recommendations. An incident file in the form of an audio file, email or chat thread can also be attached for more in-depth call quality monitoring reports.

The benefits of call quality monitoring using the Scorebuddy score card tool are numerous, including:

  • • More efficient call monitoring and reporting processes
  • • Increased reporting accuracy due to an easy-to-use score card format
  • • Flexibility for evaluators to choose between 'quick pick' comments and free text comments
  • • Monitoring call centre agents strengths and weaknesses, highlighting areas that need further training
  • • Shows if a score has passed or failed targets allowing for evaluators to take further action if needed
  • • Ability to store score cards and attached evaluation files for future reference and review

 Additional features of the call quality monitoring scoring system include secure data protection, score calibration and custom score card design.

For a free 30 day trial of the Scorebuddy web-based scoring system or for more information on call quality monitoring contact us in the UK on +44 (0) 203 5140415 or fill out our online sales form.

Bonus Benefits

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

Tags: Blog

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