Standardize and improve customer service as you scale with an integrated and comprehensive quality assurance solution
Playvox Quality is a quality assurance system for chat, support tickets and text-based interactions, enabling you to automate and improve QA processes.
With features like flexible scoring, feedback by question, second evaluators, group scorecards and adhering to COPC standard practices--Playvox Quality is powerful enough to support small teams or the largest customer service teams spanning the globe.
Playvox made a huge impact on our quality scores and made us realize the mistakes we were making to become better customer service agents and help the company to achieve its goals.
(> 1000 emp.)
While customer service interaction volume grows non-stop, powerful filtering in Playvox Quality makes it easy to identify the desired interactions across channels. Filter on any field in your CRM or support software such as ticket type, priority, status or close date. Better yet, create custom fields in Playvox Quality for even more powerful filtering.
Set daily, weekly or monthly goals and specify a fixed number of interactions per analyst. Now, it’s easy to ensure a consistent stream of the right interactions for QA analysts.
With growing teams of QA analysts, it can be difficult to ensure consistent evaluation standards. The Calibrations feature in Playvox Quality makes it easy to compare QA analyst responses with expert opinions and ensure an organization-wide quality standard.Watch the video ▶
After each evaluation, agents can request an evaluation review to clarify results. Ensure agent voices are heard and build a culture of open, honest feedback to improve morale and productivityWatch the video ▶
View real-time KPIs by agent, even for custom metrics, to ensure you have your finger on the pulse of the business, correct internal processes and achieve better results.
Or use the Playvox API to connect to in-house or other systems. Either way, Playvox makes it easy to connect to your customer service systems for a holistic view of the customer.
Automate QA for omnichannel interactions and improve the customer experience
We've had hundreds of our associates working from home for well over five years and under recent circumstances we've actually just moved thousands more over the past few weeks so we have lots of tips to share regarding working from home and using Playvox. Sutherland and Playvox are partners and we have realized that without the Playvox platform and utilizing a remote workforce we would not be as successful''.