Case Study: The New York City Carpenters Benefit Funds boosts productivity with Scorebuddy

How the NYCCBF Used Scorebuddy to Track Performance, Motivate Agents, and Boost Productivity

The New York City Carpenters Benefit Funds (NYCCBF) provides benefits to thousands of union carpenters in New York City and needed a better way to manage quality assurance in its contact center. Before implementing Scorebuddy, the team relied on a basic email-based feedback process that was hard to track and did not provide a clear, consistent way to monitor performance, share expectations, or motivate agents.

Scorebuddy helped NYCCBF establish its first formal QA framework using tools like Scorecards and Analytics to track performance, identify weak spots, and give targeted feedback to individual agents. As a result, the team became more productive, agents used their scores as motivation to improve, and there were more positive interactions across the team and with members.

The New York City Carpenters Benefit Funds (NYCCBF)

Heather Veras

Quality Assurance Analyst