We recently spent time with Laura Hunt, Team Lead – Quality, Training & PLC / Customer Care, who manages a team that looks after the quality of customer interactions, and the training needs of agents at TomTom.
Laura’s Quality Assurance team uses Scorebuddy to assess the quality of customer interactions with TomTom agents, and Supervisors in the contact center operation use Scorebuddy to track and review agent performance. Scorebuddy is being used to monitor product service quality of customer chats, emails, voice contacts, and social media channels, as well as input to ratings and reviews.
The 150 or so customer service agents at TomTom are trained on all products and they specialize in supporting the individual channels, to allow flexibility across agent contact center locations. TomTom agents, like many contact centers around the world (post Covid-19), are working remotely.
Scorecards are being used as part of a TQM approach to customer experience, across TomTom.
Historically, TQMs (Total Quality Management criteria used to select a specific score) were often based upon the CSAT of one interaction. However, one interaction is not considered a good sampling rate, making this new approach using Scorebuddy and Zendesk to select many interactions to score, a more clear and fair process
Using Scorebuddy integrated with Zendesk for ticket management
TomTom is able to randomly select the types of interactions they would like to score and analyze. Alternatively, they can filter customer interactions by individual agent or a specific product group or specific channel, allowing TomTom to understand performance by these differing functions.
Training teams use Scorebuddy’s quality scoring and reporting data to identify agent knowledge gaps and agent training needs.
Scorebuddy is being used to determine gaps in agents’ skills and abilities, whether product or process related, to identify instruction or coaching that might be applied to improve in those areas.
Using completed evaluations, Laura and her team examine the criteria set, used to measure performance, where some might be performing lower than the targets that have been set for them. The training team compiles this information on a global or regional level to determine where gaps in knowledge could be supported with training.
Scorebuddy’s flexibility and reporting capabilities were a large part of the decision for selecting it as the total quality management solution, replacing spreadsheets at TomTom.
Scorebuddy received this feedback from TomTom team members:
- It’s user-friendly. Quite easy to submit the TQMs and it works really fast compared to Excel
- Bifurcation of data is very easy
- Gauging TQM trends on team level or global level is simple
- Great to have a tool that can easily be updated/amended in line with a fast paced and ever-changing Customer Care environment