Case Study: Beachbody improves global customer service quality with Scorebuddy

Scorebuddy's agent performance monitoring and gap analysis tool improves Beachbody's global customer service organization

Beachbody, a leading provider of fitness, nutrition, and weight-loss programs, needed a more flexible quality assurance solution for its global customer service organization. Its previous QA tool was too rigid to keep up with changing business priorities and a growing mix of in-house and outsourced contact center teams, so Beachbody chose Scorebuddy to support agent performance monitoring and gap analysis.

With Scorebuddy’s agent performance monitoring and scorecarding platform, Beachbody can score random transactions, coach agents weekly, and analyze trends across contact centers in the U.S., India, the Philippines, and Mexico. Scorebuddy also provides an agent dashboard for instant feedback and consistent reporting across sites, helping Beachbody identify coaching needs, training issues, and process problems; the company exports quality data into a broader KPI environment and uses weekly reviews to drive action plans and prioritize improvements.

Beachbody

Doug Hammar

Director of Training & Development