Look at average scores by group, team, employee or card type. Drill down into all the comments made on scorecards for that employee. View results as numeric scores or percentages.
Review and log individual scorecards with employees, revise personal goals and trap comments and tips for improvement. Review the Personal Coaching Plan so the employee as the information at their finger tips. Add links to training material and knowledge bases.
Monitor the number of observations per employee to ensure scores re meaningful and representative, identify points of failure by employee.
Find an individual scorecard or employee and retrieve detailed results, comments and the attached files.
This tutorial shows the main reports available in the Scorebuddy's Core Features.
Soft skills are one of the foremost predictors of call centre performance and agent success. In fact, according to recent research by Harvard University and the Stanford Research Institute, 85% of long-term job success depends on people skills, while only 25% relies..
To be successful in a call centre, agents must be able to deal with a high volume of angry, confused, and frustrated customers. They must be able to follow a script, but also provide information that is not scripted and communicate in a natural and friendly way...
Do you know how well your agents are handling every customer interaction? Does their performance meet your expectations for a quality customer experience? Are they following all the correct processes, remaining compliant, and getting the outcomes you want?