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Written by Scorebuddy


Call centre performance management requires an adaptable and responsive system to ensure its success.

To help UK call centres become more efficient, more productive and offer better standards of customer service, Scorebuddy provides a cloud-based assessment system which provides a total call centre performance management solution.


With Scorebuddy's web-based call centre assessment tool, call centres can get instant staff performance results, review, share and analyse performance data, identify gaps in training and staff support, and ensure customer satisfaction is maintained across the entire call centre – from front-office call centre agents to back-office account management teams.

Call centre performance management tools

Scorebuddy's scorecard system is loaded with valuable features that offer consistently high quality results. Some of these features include:

Design your own scorecard – Using the scorecard builder you can design a scorecard template that best suits the needs of your organisation. An intuitive form builder allows you to create scorecards organised into however many categories you require. Set category levels of importance, targets, add comment boxes and create quick comment options to make the assessment process quick and easy.

Valuable staff feedback – The Staff Dashboard module allows call centre agents to see their performance records and access underlying scorecards to review their own performance, track their training and progression, and identify areas that need further improvement.

Fine tune scores – Collaborate with other monitors to share and validate scores. The calibration tool enables users external to the evaluation team to score a selected list and compare external and internal scores, highlighting any variations and ensuring scoring levels are consistent.

Share outcomes – Using the reporting and reviewing tools, evaluators can discuss results with staff, export data to Excel for additional analysis or to third party business intelligence platforms.

Easy scoring interface – The pre-designed web form builds as you click, instantly highlighting points of failure and providing quick comment prompts to make the evaluation process quick and accurate.

Security features – Scorebuddy call centre performance management protects your data, locks down access by IP address, and allows you to archive, download or purge your data.

For more information on call centre performance management speak to Scorebuddy on +44 (0) 203 5140415.


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


Soft Skills in the Call Centre Environment

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.
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