The product is very useful for any call center category because of its magnificent service.

I can integrate the product with several products and that's because of its features.

It's not expensive but it's not inexpensive too, also it doesn't support all the languages.

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.....

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.

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.

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

It gives me a space to improve my performance and correct my interaction with customers to them satisfied.

The dashboard goes down sometimes when revising the calls.

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.

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.

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

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.

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

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.