Case Study: 5CA improves customer service quality with Scorebuddy

5CA's Steadfast Focus on the Quality of Customer Service

5CA, a global customer support outsourcer with teams across multiple countries and time zones, needed a more flexible quality assurance solution as its business grew and its existing system became too rigid. The company was looking for a call center quality management platform that could adapt to changing needs, support multiple locations and channels, and provide better reporting, insights, and agent feedback. Scorebuddy was selected as the QA tool to replace their internal solution.

With Scorebuddy, 5CA is using features such as detailed reporting, trend and root cause analysis, calibrations, coaching workflows, self-scoring, CSAT/NPS analysis, and integrations with Zendesk and other ticketing systems. The platform is helping 5CA improve quality, give project leads deeper insights, and support agent development with targeted training and action plans. After only a few months, 5CA reported that overall quality was improving and that Scorebuddy was already enabling more effective and efficient actions.

5CA

Linda Matthijs

Responsible for Global Quality Management