Most popular features of all Customer Management apps
20 reviewers had the following to say about Scorebuddy's features:
¿Agents can Self score their calls ¿Feedback sessions are given to Agents more frequently QA Team Feedback ¿Easy to use ¿Report building is made easy due to the exporting of files to Excel ¿ Building a Scorecard can be done in a matter of minutes ¿Any breaches will send an automatic Email to chosen addresses so corrective action can take place ¿Call calibration function is very good as this makes the session more productive.
Essentially for any quality and training work
I've been in the Contact Center industry for over 20 years and this is by far, the best solution for QA I have ever seen.
A minor fly in the ointment would be that the interface at construction remains a tad clunky and the pulling of reports remains a bit too labour intensive.
Everything is great with it - easy to use and the reports are easy to run.
simply to use- no instruction required - clear graphics - like the feature of being able to directly email the agent after you have listened and scored the call and like the way we can add a 'wow' to it
Having a well designed tool to assist us in managing our Call Center Quality has helped raise the bar for all of our agents and given the leadership team the tool to provide meaningful and timely feedback.
There have been a couple of times that an email question has been sent with no direct response from the company, but eventually gets fixed.
If I could offer an area of improvement it would be to allow some more configurable fields where we could add our own titles/entries.
As a 20-year leader in the Contact Center arena, Scorebuddy has literally transformed QA since first launching with them almost 2 years ago.
This program is very easy to use and is an affordable solution for a small call center that cannot afford the enterprise solutions.
It took a little while to adapt Scorebuddy to fit our complex needs, but the customer service was excellent in helping us through.
It is very easy to use, I've never experienced any technical issues like I did with the more expensive software I've used before.
Software never lets you down - very quick and easy to use - provides me with all I need to see how we are doing from a call quality perspective.
When it was just me and one other person doing QA for our company, it was fine. It was easy for me to make the sheets for our half a dozen agents.