Scorebuddy makes quality scoring incredibly easy. Chose the scorecard you wish to score by simply clicking on the custom designed web form i.e. your scorecard. Fill in the header details to ensure the score is correctly logged. Then tick the boxes down through the scorecard and the score builds as you click.
Points of Failure are instantly highlighted and the evaluator can select quick-pick comments for any answers from a drop down menu to enrich the agent feedback. Free text comments can be added by clicking other in the drop down menu. The customer service interaction file can be attached at the bottom, this could be an audio file, email chain, chat thread or more than one put together in zipped file. Evaluators can also include a free text summary comment for the agent at the bottom of the scorecard. And it's THAT easy.
The ultimate goal for your call center is to provide a positive customer experience. However, building brand loyalty and improving efficiency and productivity without quality assurance (QA) isn’t possible. You can’t boost revenue and ROI in your contact center..
This blog has been updated in July 2019
Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t want to be on the phone any more than the agents themselves do. Even in the best..