Improving Call Center Quality with Better Agent Performance
The Only Quality Assurance Platform That Evaluates, Coaches, & Motivates Agents
- Centralize & Automate Your Entire QA Process
- Flexible Scorecards
- Simple KPI Dashboards
- Customizable Coaching & Learning Tools
- Motivate Agents with Karma Points
Playvox’s G2 Rankings
Not only is Playvox the #1 rated Quality Assurance software for contact centers, we also scored highest for:
- Ease of Use
- Best Usability
- Best Relationship
- Best Meets Requirements
EMPOWER YOUR TEAM
Key Features Designed for Agent Performance
Create quality scorecards in minutes
Create unlimited QA forms and personalize them according to your quality criteria.
Work collaboratively with all team members
Give your team real-time feedback and allow them to discuss evaluation results with our built-in collaboration messaging.
Filter and evaluate customer interactions
Create filters and prioritize the most relevant interactions for your quality process.
See what’s happening in real time
Quickly identify areas of improvement and add personalized agent dashboards to give them visibility of their results.
All your service metrics in one place
Connect & consolidate all your customer service KPIs. Always have your NPS, CSAT, AHT, and others at your fingertips
Track team progress
Easily measure where your team members stand and identify the KPIs they need to improve on.
Give visibility
Create dashboards for your team to view, customize your objectives and keep track of your teams’ progress.
Personalize all your coaching sessions
Create coaching sessions based on your team’s results. Send targeted coaching sessions to one or multiple team members.
Track the progress of each session
Create interactive coaching cards with goals & dates of achievement to easily organize and track all of your sessions.
Track and compare improvement
View your team’s progress over specific periods of time and identify the effectiveness of each coaching session.
Create coaching templates
Tailor all coaching templates to your needs, recurring customer service problems and team issues.
Build your own virtual learning space
Provide your customer service team with all the information they need and allow them to take lessons to improve their performance.
Send targeted learning sessions
Identify areas in which your agents need to be trained on, send them targeted learning sessions & easily track results.
Track team progress, and content efficiency
Review your team’s progress and evaluate their knowledge by creating courses & quizzes.
Create an online store
Description: Customize your online store with rewards and gift cards for team members to exchange based on their results.
Publicly recognize your peers
Publicly recognize peer with badges, based on their quality results and performance.
Exchange ideas with all your team members
Access our social community wall where your team can exchange ideas, ask questions and share relevant information.
Reward good performers
Reward your team with Karma Points and allow them to redeem their points in your customized online store.
Friendly and powerful CSAT surveys that get results
Make surveys personal by including an agent photo and social media-style biography to humanize your surveys and increase response rates by up to 4 times compared to industry benchmarks.
Reduce churn by understanding dissatisfaction
Quickly understand dissatisfaction with DSAT surveys to minimize churn and improve the overall customer experience.
Identify friction points with Customer Effort Score (CES) surveys
Uncover hidden friction points in the customer experience to improve CSAT, customer loyalty and ultimately, revenue.
Integrations
Your Quality Assurance Process in One Centralized Place
Unify your support tickets and chats to run quality assurance in one centralized platform.
Filter your most important support tickets to identify customer service problems to improve customer service.
Evaluate support chats to give your agents real-time feedback and drive continuous improvement.
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