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

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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.”

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“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.