Case Study: Urban Utilities improves QA and team morale with Scorebuddy

How Urban Utilities Used Scorebuddy to Create a Comprehensive Quality Assurance Framework and Boost Team Morale

Urban Utilities, one of Australia’s largest water distributor-retailers, needed a more scalable and accessible quality assurance system as its customer support demand grew. After relying on manual spreadsheets and an internal QA process, the company turned to Scorebuddy to build a framework that could align with its requirements and support its expanding contact center.

Using Scorebuddy’s Scorecard Builder and Analytics tools, Urban Utilities replaced its manual QA approach with a more transparent, automated system for monitoring performance and reporting on agent outcomes. Scorebuddy helped improve accountability, give agents clearer insight into their strengths and weaknesses, and boost team morale, leading to stronger performance and a better customer support experience.

Urban Utilities

Juliette

Performance Coach