How Sutherland improved CSAT and increased usage by 200 times

Sutherland is a global Business Process Transformation leader. Sutherland needed an agent engagement and performance management tool. Playvox offered Sutherland a seamless integration, cloud-based all-in-one platform.

Challenge

  • Finding a product that allowed them integration between their support teams.
  • Operate an efficient Quality Assurance Program.
  • Tool to help understand what works and collect best practices.

Solution

  • Quality Assurance platform that integrates with Zendesk platform.
  • Easily identify agents requiring coaching based on performance and customizable scorecards.
  • Multi-channel cloud-based platform.

Result

  • 40% increase in quality evaluations per month.
  • 70% increase in Quality Assurance evaluations.
  • 9.26% increase in QA scores in less than 5 months.

Challenge

Sutherland was looking for a product with easy integration and facilitated fluid intra-team communications. Find an efficient and productive Quality Assurance platform capable of handling a high volume of customer interactions. Move from spreadsheets to customizable scorecards. Having processes in place that delivered a consistent Quality Assurance Program.

Solution

Playvox seamlessly integrated with Zendesk allowing Sutherland to provide high-quality responses from Customer Service teams. Real-time insights to optimize agent performance. Uncover new opportunities and better develop agents. Playvox QA is critical to call center management and tracking key metrics, which helped Sutherland exceed their business goals.

“We have many agents on the front line so it’s really important for us to communicate with them regularly and engage with them. It’s so important for them to feel a part of the team.” – Charlene Petrie, Sutherland’s Senior Project Manager

Results

The partnership with Playvox led to Sutherland’s growth to the equivalent 19,900% and more than 7000 agents. Agent satisfaction and motivation increased with improved productivity. Sutherland scaled their business according to seasonal fluctuations. Smart scorecards that identify what works, to collect best practices.

“We have channels set up on the Community Wall for chatting and the channel may be set up based on whatever function agents are performing. Team leaders have the capability to build their own Community Walls with the group. So we really like that there are several different methodologies for communicating across the platform.”

– Charlene Petrie, Senior Project Manager

“We have numerous Playvox platforms, all of our clients’ partner teams have their own Playvox platform they engage on. Immediately as they log into the Playvox platform they feel like they are part of the brand, because we can customize all of those platforms for them.”

– Charlene Petrie, Senior Project Manager

How Sutherland improved CSAT and increased usage by 200 times

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