About Scorebuddy

Designed for call and contact centers, Scorebuddy is a quality assurance platform that allows QA departments to monitor agents and measure service quality. With agent dashboards and smart reporting, QA professionals can work with agents to improve the quality of agent performance and identify the root cause of poor service and broken processes. Features agent dashboards, scorecard customization, goal management, collaboration tools, reporting and analytics, quality management, an integrated survey tool with CSAT and NPS, and more.

To assess calls, chats, and emails, Scorebuddy allows QA professionals to create as many scorecard designs as needed while also setting up complex score rules and policies. Professionals can include call agents in the...


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26 Reviews of Scorebuddy

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Showing 1 - 20 of 26 results

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July 2020

Govindraj from Yapsody

Company Size: 11-50 employees

Industry: Entertainment

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2020

Great quality interaction tool

We were using COPC quality model using a Excel sheet however the reporting and analysis was a signficant challenge. So we decided to try Scorebuddy and it meet our needs and requirement and we are able to successfully use this software in identifying interaction quality issues and thereby share feedback to the support agent. It is a great support. I have never searched for other software so far becasue it is meeting our business requirement at this point. Also special thanks to Scorebuddy Account rep [SENSITIVE CONTENT HIDDEN] because she ensured that in the COVID19 pandemic a good discount was given to us. A great customer support. Whenever you need help they will respond you immediately.....

Pros

I was able to customize our quality requirements with the help of Scorebuddy. The best part of scorebuddy is the Insight reports which gives the company a clear snapshot about the areas where the Agent needs an improvements. The section feature enabled us to break down our quality parameters into 3 segments which was our actually Quality interaction requirements. Also the Cause by staff trend report helps to identify in which area the Support Agent needs improvements.

Cons

I think the software should also allow us to create a "Balanced Score card report" where the company should be able to add the monthly KPI as a Goal and the snapshot should show to Agents as an aggregate performance. Also the Performance Management feature should be implemented, so that Support Agent can get an idea about the overall Monthly and Yearly perofrmance.

Reasons for Choosing Scorebuddy

Score buddy was cost effective and meeting our requirement therefore we decided to use it and will use it for a long time. Currently we don't have any plan to change the system.

August 2020

Paul from Pastdue Credit Solutions Limited

Company Size: 201-500 employees

Industry: Financial Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2020

Great software, very intuitive

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.

Pros

The software is very intuitive and user-friendly. It was very easy for all staff who use the product, whether in management, business analyst or quality monitoring roles, to familiarise themselves with the features quickly and start using it.

Cons

Infrequent error messages saying that a feature is temporarily unavailable, however these are normally fixed if you just reattempt the process

Reasons for Choosing Scorebuddy

Speed of response, the ease of setting up a FOC trial, and the product itself being very simple to understand and use

January 2020

holly from E-Learning

Company Size: 10,000+ employees

Industry: E-Learning

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Customer support

4.0

Functionality

5.0

January 2020

Ok product

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

Pros

I like that you can log in and view your scores and updates for your company. I also like that it is easy to access.

Cons

I don't like that it takes forever to load and crashes a lot. It is very hard to use when this happens.

October 2019

Wendy from ENGIE

Company Size: 10,000+ employees

Industry: Utilities

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

October 2019

Its so easy to use

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.

Pros

Scorebuddy is so easy to use, it is easy to create scorecards and maintain the users on the system

Cons

The only thing I would like to be able to do is snapshots for each question but for multiple scorecards at once which would be very useful when reporting on which questions are getting scored down.

August 2020

Ben from Urban Sports Club

Company Size: 501-1,000 employees

Industry: Sports

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Customer support

5.0

Functionality

4.0

August 2020

The better alternative to spreadsheets!

We use Scorebuddy to provide our agents with weekly ratings (filled out scorecards that they can review and comment). This is for quality control as well as for the further development of the agents. On the other hand, we identify the need for improvement in our processes and training needs within the team. Scorebuddy is a great help to us in this process. When I think back to the spreadsheets, I can't imagine going back to that time. I really like the knowledge capture and the support. The reply time of the support employees was really great so far!

Pros

I very much like the fact that with the help of the Zendesk integration we can achieve a comprehensive and comprehensible evaluation of the interactions of our agents.

Cons

A few times the platform was not accessible. However, I would like to point out that this may partly also be due to problems on my side and that the unavailability is within an absolutely tolerable range. I think it is within the range that can happen with any online-based platform.

October 2018

afra from Justeat

Company Size: 1,001-5,000 employees

Industry: Consumer Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

October 2018

Good

Great

Pros

Everything was good how ever colours could be more vibrant

Cons

Most things were good to other then the speed

July 2019

Kirby from Ingram Content Group

Company Size: 501-1,000 employees

Industry: Publishing

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Functionality

5.0

July 2019

Well-Organized Site for Quality Monitoring

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.

Pros

-Clean interface with graphs that put data into digestible form -The scorecard streamlines main points but also expands to see more detail -Able to attach files and leave comments -Easy to track individual progress and engage with team members/co-workers -Web-access allows viewing at the office, home, or on the go

Cons

-Bit of learning curve with accessing evaluations -Some features are hidden at first

August 2018

Ivan from Sitel

Company Size: 10,000+ employees

Industry: Outsourcing/Offshoring

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2018

:)

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

Pros

Excellent matrix, nothing much to add coming from a psychology post-graduate.

Cons

Some of the requested reports are coming out with a slight delay in time.

February 2018

Clare from PRS for Music

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

February 2018

Excellent throughout

Saved so much time and effort and excruciating clicking of buttons and cells in other products.

Pros

Control - I kept control of every aspect of our scorecards and didn't have to wait for someone on a service desk to make a change.

Cons

The basic module was still far, far superior to what we had before!

October 2019

yasmyne from Kobie Marketing

Company Size: 51-200 employees

Industry: Marketing and Advertising

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

3.0

October 2019

Like your best friend

Its been pretty good, the best QA buddy system that we've had yet

Pros

Easy to use, remembers login credentials

Cons

If your inactive for 15 minutes and working on a QA it erases all of your input.

October 2019

Daniela from Voxpro

Company Size: 1,001-5,000 employees

Industry: Consumer Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

October 2019

Analytics to improve

very good

Pros

the software is very intuitive and easy to use.

Cons

I would improve the Analytics part, make it more flexible and give more option to download the data

May 2016

Gavin from Aquira Customer Insight

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

May 2016

Clever and well thought out solution

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 could clearly see this was created with call centre QA and performance management in mind. The team were particularly helpful during trial period to ensure we got the most out of the time to assess solution correctly and make a wise decision to subscribe. The addition of Scorebuddy has potentially opened up new product offering and revenue streams to our business that we are confident we can meet as Scorebuddy will easily scale up as and when we require.

February 2017

Dawna from Checkr

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2017

Say GOOD BYE to spreadsheets forever!

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!

May 2016

Julie from S2G

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

May 2016

Synergy with Scorebuddy

Scorebuddy allows our organization to not only to give valued feedback, but to also analyze trends with ease. In these trends we can see our strengths and our areas that need coaching and training. It helps us promote a culture of understanding, learning and growth not only for those dealing with customers directly, but also for our managers, training departments and the organization as a whole. Scorebuddy is a tool that unites us with a common goal, to continually strive to grow and learn together. 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. This would open the door for even more uses within the Scorebuddy platform.

October 2013

Mike from Ovo Energy

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

3.0

Customer support

4.0

October 2013

Scorebuddy Review

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.

May 2016

Noah from Club W

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

May 2016

Bye bye sheet

For a while every Monday I'd spend at least an hour getting ready for the week to come. All I did was create, update, and maintain and vast array of spreadsheets we used to manage our QA systems. While they worked and worked well (I might be biased as I made all the sheets from scratch and was rather proud of them), the fact of the matter was that they required WORK. 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. As we expanded it got worse and worse. Score Buddy gave me back my Monday mornings.

May 2016

Tim from CHHJ, LLC.

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

May 2016

Delighted with our Scorebuddy Experience

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.

September 2015

Steve from Insight CCI Ltd

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

3.0

Customer support

5.0

September 2015

Very easy to set-up and install and our users love it.

It took a little while to adapt Scorebuddy to fit our complex needs, but the customer service was excellent in helping us through. We have installed, trained and now use the system everyday to score call centre agents on legal compliance and qualitative assessment. The agents get a real time view of their performance which helps continuously improve our overall service to our clients. An excellent product but takes a little while to adapt if your needs are complex.

March 2017

Joseph from AAA Pioneer Valley

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2017

Perfect product for what we were looking for.

As a small organization with a small call center, we did not have the funding or the resources to utilize the more typical (or expensive) monitoring solutions out there. Scorebuddy was exactly what we were looking for at a reasonable price. It is simple to use and meets all of our needs. We have recently added the new agent insight module and are excited about using the new capabilities this module will offer us.

October 2015

Dawna from NatureBox

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Customer support

4.0

October 2015

Best QA Solution out there

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!