Scorebuddy Features

I enjoyed my usage of the product as it helped me to enhance my skills in handling customers.

We have managed to reduce our average handling times for quality monitoring, as the software enables us to automate more of the process which was previously conducted using Excel tools. The customer service prior to, during and since setup has been excellent, our account managers are always quickly available when we need them.

Scorebuddy is so user friendly. It is easy to learn and very easy to navigate the system. The built in reporting functions are ideal and simple.

Our office recently introduced Score Buddy to replace our previous quality monitoring program, Blue Pumpkin. Score Buddy is much more user-friendly and is especially perfect for visual-oriented professionals. Information is presented on graphs and in colors, making data easy to understand. It allows you to track progress, work toward incentives, and set team goals. The scoring system is well-organized, allowing comments and attachments. Our previous system was outdated and hard to navigate, so people rarely viewed their evaluations. Because this one sends notifications and is so easy to read, representatives have been more responsive to their evaluations.

I think that this is currently the best option for QA. It just allows for proper reporting and easy one on one sessions with agents.

Overall it is an Okay product. I'm not sure what other software would compare

Thank you for creating Scorebuddy and thank you for letting me and my team achieve operational excellence on a day-to-day basis.

very good

Fining a call scoring solution that was easy to implement, have the scope for scalability, and meet immediate need to limit additional resource to support - along with cost effectiveness proved very difficult when looking at other products - not with Scorebuddy. Immediately the ease of use is evident which is supported by great account management and customer service. Regular user of the package...

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We're really excited to have an analytics package that's affordable, and Scorebuddy definitely solves this!

As a 20-year leader in the Contact Center arena, Scorebuddy has literally transformed QA since first launching with them almost 2 years ago. It's easy to understand, intuitive, and you can literally launch a meaningful QA program in an afternoon. Gone are the days of complication spreadsheets, Google docs and preparing graphs for presentations. Scorebuddy DOES IT ALL! My peers ask me who their competition is - and my answer is an honest one - they don't have any competition. Scorebuddy is the real deal - pricing, functionality and ease of use. If you are thinking of signing up for the free trial - stop thinking and DO IT. You will save time, money and your team will love the engagement and feedback!

Agents like that they can access their scores and review their feedback at all times The Agent dashboard is easy to follow Agents can review their goals and progress. 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. No need to recreate templates or sheets for new months or Agents Can be used on a tablet for side by side coaching

Product is a much easier way to monitor and report on Quality. Customer Service is great and the team have always been more than willing to help. The hardest area to use and understand is the filtering around reports. Its hard to get a full view and you have to do it by scorecard rather than getting some kind of whole view. This area is difficult to use at times. The analytics module is good and makes reporting easy but it would be better if you could build your own reports bespoked to your needs. Building the scorecards can also be tricky at times and it's hard to know how to change things intuitively such as splitting calls into compliance and quality for example.

In many respects Scorebuddy has been instrumental for us in building a modern, efficient QA process. Its workings and layouts helped us to identify issues with our existing processes and to identify methods of fixing these and improving others. The customer service has been great, with all queries so far answered promptly and thoroughly. 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. In short, we have been very happy with Scorebuddy and shall be continuing to use it for the foreseeable future.

We had been using tools we had developed internally until we found Scorebuddy. It had all the features we needed and the pricing was in line with what we wanted to spend. The system is easy to learn and operate and our agents love the access they have to their own information. 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. Customer Support has been great, very timely and helpful.

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. The interface is user friendly for both the QA teams and the front line agents. Programming and reporting is a breeze and our QA team has increased their productivity in our first month by at least 40%. Don't hesitate to take advantage of their free trial and see what a different this tool can make!

Software was very easy to setup. Dick from Scorebuddy was very helpful in implementing this software. Our quality improved through the use of this software. There is a lot of useful reporting which could assist the management make better decisions. Overall I would recommend this software for Quality purposes within a company.

Everything is great with it - easy to use and the reports are easy to run. We had issues with the number of agents as one stage we were over the allotted amount but I know you can add more. If there was an option to archive old calibrations for agents who have left it would be great as we still need to keep their records.

Pros - Its pretty intuitive inj terms of setting up quality scoring systems and very good for in depth analysis Cons - As with most software solutions its dependent on the input of accurate metadata. However, I do think it needs more granular tutorials in terms of some of the higher functions like events, weighting etc.

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

Overall we are happy with the product. It is easy to use and set up for users. 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.

Essentially for any quality and training work