Case Study: World Wildlife Fund improves customer experience quality with Scorebuddy

How Scorebuddy is used to improve the quality of customer experience for WWF’s inbound and outbound contact center agents

World Wildlife Fund (WWF) needed a flexible, stand-alone way to build and manage QA scorecards across its contact centers and improve the experience of supporters and donors. After researching options, WWF selected Scorebuddy to support its inbound and outbound customer service, fulfillment, fundraising, and donation teams.

Scorebuddy was implemented to score calls, run compliance checks, support calibration and self-scoring, and provide analytics dashboards and agent performance reporting across phone, email, and live chat. WWF uses the platform to review agents weekly, analyze performance monthly, deliver training tips where needed, and give agents transparent visibility into their results, helping improve engagement and consistency across teams.

World Wildlife Fund

Ben Adaway

Head of Support Services Development