CUSTOMER STORY

Business Process Transformation Company Improves CSAT, Usage Increases By 200 Times In Five Years

WEBSITE

https://www.sutherlandglobal.com/
FOUNDED
1986
INDUSTRY
Digital transformation services
LOCATION
Global
TYPE OF INTERACTIONS
Rescheduling, Cancellations, Financing plans, Insurance Data and Patient Management, Marketing anPhone, chat, emailsocial media
INTEGRATIONS
Standalone

WEBSITE

https://www.sutherlandglobal.com/
FOUNDED
1986
INDUSTRY
Digital transformation services
LOCATION
Global
TYPE OF INTERACTIONS
Rescheduling, Cancellations, Financing plans, Insurance Data and Patient Management, Marketing anPhone, chat, emailsocial media
INTEGRATIONS
Standalone

CHALLENGES

Find a better way to evaluate, improve and inspire customer service teams

Sutherland, a global Business Process Transformation Company spanning 19 countries, competes largely on the excellence delivered by its customer service operations teams. Already operating at a high-service level due in large part to its robust quality evaluation process, the company sought a holistic approach to agent optimization. Sutherland wanted to augment its performance and engagement.

Their aim was to create engagement and manage performance in a remote environment. Sutherland started with a small program of 35 when they began with Playvox in December 2015 with the tools and intelligence needed to improve the customer experience. Nearly five years later, in May 2020, Sutherland has more than 7,000 users of Playvox.

Sutherland’s solution requirements included:

  • A cloud-based platform•  An all-in-one platform
  • Team engagement and rewards
  • Client branding•  Performance gamification
  • Consistent coaching and feedback
  • Quality audit results
  • Learning: Continuous improvement and skills development
Sutherland Website
FOUNDED
1986
INDUSTRY
Digital transformation services
LOCATION
Global
TYPE OF INTERACTIONS
Rescheduling, Cancellations, Financing plans, Insurance Data and Patient Management, Marketing anPhone, chat, emailsocial media
INTEGRATIONS
Standalone

SOLUTION

Moving up to custom scorecards yields motivated, productive agents

Sutherland began with Performance,  Motivation, and Coaching and added Quality using FTP, which spans interactions for Accounting, Customer Service, Post-Service Management, Knowledge, Sales, and Technical Support.

With Playvox, the large service provider was able to:

Improve 

  • Scale their business according to seasonal fluctuations.
  • Teams Performance, resulting in a positive impact on their client’s customers.
  • Efficiently identify specific interactions that require agent coaching based on performance results.
  • Motivation through recognition, QA results and targeted development.

Inspire

  • Facilitate fluid intra-team communications.
  • Make agents more involved in their own evaluation process.
  • Empower agents to monitor their progress, leading to self-oriented improvement and higher motivation levels.
  • Enable all team members to participate in and comment on their evaluation and coaching processes.

Evaluate

  • Centralize evaluations for the Quality review process and closely manage both inbound and outbound interactions.
  • Upgrade from spreadsheets to customizable Scorecards to better target agent improvement opportunities (both soft and hard skills).

Solution

SOLUTION

Moving up to custom scorecards yields motivated, productive agents

Sutherland began with Performance,  Motivation, and Coaching and added Quality using FTP, which spans interactions for Accounting, Customer Service, Post-Service Management, Knowledge, Sales, and Technical Support.

With Playvox, the large service provider was able to:

Improve 

  • Scale their business according to seasonal fluctuations.
  • Teams Performance, resulting in a positive impact on their client’s customers.
  • Efficiently identify specific interactions that require agent coaching based on performance results.
  • Motivation through recognition, QA results and targeted development.

Inspire

  • Facilitate fluid intra-team communications.
  • Make agents more involved in their own evaluation process.
  • Empower agents to monitor their progress, leading to self-oriented improvement and higher motivation levels.
  • Enable all team members to participate in and comment on their evaluation and coaching processes.

Evaluate

  • Centralize evaluations for the Quality review process and closely manage both inbound and outbound interactions.
  • Upgrade from spreadsheets to customizable Scorecards to better target agent improvement opportunities (both soft and hard skills).

RESULTS

Numbers show huge gains in a short period of time

After starting with 35 Playvox users in 2015, Sutherland has more than 7,000. Going through the math, that equates to a 19,900% growth in 4.5 years.

It’s a huge BPO group spread across 27 Playvox platforms with 1,100 among its largest customer service team. The Playvox Agent Optimization Suite provides Sutherland with plenty of solutions to easily move across multiple sites, such as duplicating Scorecards, Coaching templates, Learning courses, Recognition Badges, and especially Community Posts


Playvox’s Community Wall makes it easy for Sutherland’s agents in offices and work-from-home locations to stay in touch and communicate from anywhere. The Community Wall is the ideal spot for Sutherland teams to share ideas, collaborate and recognize their counterparts.

“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,” said Charlene Petrie, Sutherland’s Senior Project Manager during a webinar hosted by Playvox.  “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.


“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,” Petrie added.

In a large organization, it’s no wonder that Sutherland has performed 213,472 evaluations in its 4.5 years with Playvox. That number may seem like a mountain of a figure, but it was easily achieved using Playvox’s efficient evaluation process featuring customized Scorecards and standardized Calibrations. The Playvox Agent Optimization Suite plays a major role in the success of the customer service teams.

Perhaps a telling number is 175,167, which is the number of Coaching sessions Sutherland has performed. It shows with such a wide net of agents spread across the world that Playvox has made it easier to perform sessions, which yield better performance, higher quality and better customer experience.

“A team leader can go and fill out a coaching form right now, meet with our agent in 15 minutes, and provide them some feedback,” Petrie said. “We really feel after that feedback it gives us a bigger impact, especially when it comes to the CSAT of our clients’ customers. Are agents consistently not performing something they should be doing? Not asking particular questions they should be asking or not? That reduces our CSAT and we want to improve upon that.”

“Our goal is to get the agents to improve based on this competitive aspect,” Petrie said.

From there, Sutherland adds to its results with Playvox Learning courses. They have set up 7,871 learning sessions with 1,530 hours of time. Sutherland has created Learning opportunities off subjects such as Average Handle Time where they have created improvement courses for call control and reducing after call work. 

Sutherland has also set up 549 performance campaigns. These are unique in that a company can create a campaign that looks at specific goals based on KPIs for each displayed metric. With the wide variety of customers that Sutherland services and so many different measurements, each customer can customize their campaigns. Within Performance, Sutherland enjoys the gamification where agents can see their ranking against other agents. 

Sutherland is currently rolling out the Playvox platform to more and more of their customers’ accounts, especially now with remote work becoming the standard as compared to the exception across the globe.

Other Customer Stories
Playvox 2020. +1 (415) 854 - 3801 / sales@playvox.com
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