Case Study: Permanent TSB streamlines QA and improves agent performance with Scorebuddy

How Permanent TSB Used Scorebuddy to Streamline QA and Improve Agent Performance

Permanent TSB, a leading Irish financial services provider, needed a better way to manage quality assurance as customer interactions grew across channels like phone, email, live chat, and social media. The company wanted to replace manual spreadsheets with a centralized QA process that could handle complex activities and regular evaluations more efficiently, and it chose Scorebuddy to support that effort.

With Scorebuddy, Permanent TSB built a single hub for QA across customer service and back-office operations, with scorecards, monthly evaluations, auto alerts, and accessible reporting. The result was a faster, easier, and more accurate QA process that made results more transparent and actionable, helping supervisors identify coaching and training opportunities while giving agents direct access to their performance through the Agent Insight dashboard.

Permanent TSB

Amy Breen

Business Assurance Senior Manager