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.
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?