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Guide

ScoreBuddy

Written by Scorebuddy

   

 

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.

Benefits

  • Speeds up scoring process
  • Improves accuracy reduces errors
  • Allows 'Quick Pick' and free text comments to be added
  • Highlights any Points of Failure as you score
  • Shows if the score has passed or failed against target
  • Attach a file with the score card for review
  • Supports blind scoring

Tags: Blog

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