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Scorebuddy

Score8.5 out of 10

8 Reviews and Ratings

What is Scorebuddy?

Scorebuddy is a cloud-based quality assurance software that has been designed specially to evaluate customer interactions across various channels, such as calls, emails, social media platforms, and live chat. It helps in measuring and improving the performance of staff by analyzing multi-channel customer interaction in contact centers. The primary aim of Scorebuddy is to help improve consistency among agents while increasing their engagement levels, which leads to an improved overall experience for customers.

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Categories & Use Cases

Media

Screenshot of Surveys Surveys… but for call centers. Complete the picture; get amazing results by combining your internal Quality and Customer Sentiment scores on a single platform.

Screenshot of Surveys Surveys… but for call centers. Complete the picture; get amazing results by combining your internal Quality and Customer Sentiment scores on a single platform.

Scorebuddy Reviews

What users are saying about Scorebuddy.
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Excellent Qualify Tool is Scorebuddy

Incentivized
Govindraj Shetty
Head of Customer Experience & Websales in Professional Services at Yapsody (51-200 employees)

Use Cases and Deployment Scope

Before adopting Scorebuddy, we used Google Sheets to audit our support interactions. We faced problems like a lack of reporting, discrepancies, and tracking via email was a concern. Also, the time to audit was taking a long time because they had to upload screenshots of chats, etc. Also, tagging the type of issue was an issue.

Pros

  • They were great in Report to document and show the cause of defect cases
  • Great it terms of notification to user after the audit
  • Great in terms of creating multiple score card and adding rating and weightages

Cons

  • In Scorebuddy you cant create Balance Scored card to measure the aggregate performance of Agent example I can only measure the defect % but if I want to measure other operational metrics and calculate agreement balanced score card that is not possible
  • I feel the UI is quite old needs improvemet there
  • They dont have live a chat support to address the question immediately but they provide customer success support for which you will have to wait

Return on Investment

  • When we tried to measure Quantifiable benefits we determined that 80 month is the Payback period and the ROI is -25.49% but still it was concluded that after this implementation of Software the efficiency of the Team Leader can be increased and the saved time can be leveraged in other Business activities like Onboarding new clients, participating in process improvement programs which cannot be measured in financial terms but still benefiting the organization. So, we selected Scorebuddy for increasing the efficiency & Productivity of Team Leader.
  • Reduction in unrequired time which was spent case Auditing in Excel and adding numbers in Excel manually
  • Deflection in Audit Error rate because Quality Audit is done via Software intead Excel sheet
  • Unlimited Quality Scorecard Builder which was not possible in Excel
  • Automatic Agent Insight to know their individual Quality Score

Usability

Other Software Used

HubSpot CRM, Zendesk Suite, Calendly, Redmine

Scorebuddy - Does What It Promises a good score management tool overall

Incentivized
Verified User
Manager (1001-5000 employees)

Use Cases and Deployment Scope

Scorebuddy is used to track and manage case scores for agents by our operations teams. It is used for auditing (scoring) cases for individual agents across multiple areas and domains - facilitating streamlined score viewing/disputing and team score management for the managers. In my use case as well, it helps me in viewing/managing my team's scores and in generating reports of those scores within a given date range.

Pros

  • Simplifies agent scorecards through a clean and intuitive UI
  • Helps in obtaining detailed insights into team level scores via the reports function
  • Makes it easy for the agents to assess/dispute their scores - all from the same page
  • Enables us to download customized reports based on our varying needs

Cons

  • The attachment upload widget/UI on the score link page (where an agent uploads proofs for disputing/challenging a score) could be massively improved - the current one is not intuitive as it doesn't upload the proofs (images, etc.) in the right way - there should be a "save" button added there.
  • In terms of reporting, custom reports should have more individually selectable attributes that would allow us to generate and download even more customized reports and filter out the fluff
  • Home page should highlight "areas of error" for agents so that they know the most common areas where they're constantly making errors and it would help them in improving without manually scouring through all of their scores every week/month.

Return on Investment

  • It has had a positive impact on our operations as it is cost friendly from a licensing POV
  • It helps us standardize scorecard management across all operations teams without relying on multiple providers, so it has helped us in that aspect as well.

Usability

Other Software Used

Kustomer, Jumio, Workday Workforce Management

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