How Monese gained better agent visibility and motivational tactics

Monese, named ‘Best Challenger-Bank’ in Europe, offers the first 100% mobile current (bank) account in the UK. The company has a growing Customer Service Center with different channels. Due to the volume of interactions and the lack in capability of reviewing all of them, they couldn’t easily quantify, identify, or educate about how to address their Quality issues.

Challenge

  • Quantifying their Quality performance.
  • Centralized Training and Motivation for agents.
  • Day-to-day visibility for management.

Solution

  • Playvox offered a more complete QA platform with integrated Coaching and Learning all in one place!

Result

  • Monese increased evaluations to 4.8 per agent monthly and achieved an NPS of 100.

Challenge

Monese has a growing Customer Service Center with different channels (50% phone calls, 30% emails and 20% chats). Due to the volume of interactions and the lack of capability of reviewing all of them, they were basing their agent follow-up on experiential or social comments only. They couldn’t easily quantify, identify, or have an educated opinion about how to address these issues.

On top of that, they were also uncovering these vital needs that had to be addressed:

  • How to make Quality a key metric.
  • Having seamless agent evaluations and motivation.
  • Fulfillment of regulations, documentation, and security compliance.
  • General development of the team (identifying issues, coaching, training and feedback).
  • Management awareness/visibility into agent and team training needs.
  • Centralization of interactions from their different CRM tools.

Solution

Playvox helped them build a Quality practice focused on compliance, transparency of data, and a structured way to develop their growing team of service agents.

Results

Monese found that Playvox perfectly solved their issues with assessing agent skills in an objective way, informing them about training processes, motivating agents, having greater management visibility, and achieving compliance of security procedures.

Today, they have 22 Playvox users who employ “Quality” and “Coaching” from our products, conducting an average of 4.8 evaluations per agent/monthly and achieving an NPS of 100.

“We are building a new business, building a new product… [Our] Team is growing pretty fast and we need to put some processes in place. We started with performance and customer satisfaction and our next step is the quality assurance to make sure that the quality of the interactions our agents are having with the customers are up to level.”

– Lauri Haav, Head of Customer Loyalty

“With our growth, there’s an emphasis on agent skills development… The combination of quality evaluations and follow up for coaching and training is important for our compliance requirements.”

– Lauri Haav, Head of Customer Loyalty

How Monese gained better agent visibility and motivational tactics

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