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Take your QA process to the
next level

See what’s happening in real-time and drive continuous improvement by coaching and training agents.

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Quality assurance process and agent training - Playvox

PlayVox allows an expedited evaluation process. Our team is efficient, which allows us to also focus on fostering a collaborative relationship through contests, recognition, and open discussions. Our previous processes didn’t allow for such collaboration and coaching services.

Amanda James
Manager of Executive Escalations

Quality assurance for customer service in Upwork - Playvox
We know security is very important to you, as it is to us.
Which is why PlayVox is SOC 2 Type I compliant.
We have a SOC 2 Type I report, available upon request and under NDA. For more information contact

Monitor quality efficiently

Say goodbye to spreadsheets and have total control over your quality operations.

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Coach to get better results

Help your agents improve specific service interactions, CSAT, NPS, CX, compliance, behavior, and others.

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Train your team with an online virtual space

Keep your team up-to-date with online learning materials, while monitoring progress and efficiency.

Learn more

Centralized customer service quality assurance process - PlayVox

Your quality assurance process
in a centralized and more efficient way

All customer interactions, scorecards, agent feedback and reports, in one software! And, why not run it on autopilot and make everything easier?  

Create QA forms in minutes

Create and personalize scorecards according to your evaluation criteria.

Evaluate relevant interactions

Integrate your CRM or service software and bring your customer interactions to PlayVox. Create filters and prioritize the most relevant interactions for your team.
Or use PlayVox as a standalone software!

Put your QA process on autopilot

Have workloads randomly assigned every week (automatically) for your Quality Analysts while keeping track of the team’s productivity.

Give real-time feedback

Allow your agents to participate in the evaluation process with built-in collaboration, and real-time feedback within the QA evaluations.

Advanced reporting

Based on agent evaluations and customer interactions, find out what is happening in real-time. Add personalized agent dashboards and empower them to take immediate action upon this information.

Calibrate your QA team

Conduct quality calibrations,
measure and identify areas for improvement to make sure your
team is being consistent in their
QA evaluation process.

Customer service agent training

Drive continuous
agent improvement

Coach agents based on the identified customer
service problems, as quality is achieved by driving
continuous improvement.

Personalize all your
coaching sessions

Create coaching sessions based on your team’s quality and performance results. They can be sent to one or multiple team members at once.

Create coaching

Based on recurring customer
service problems. Tailor all
sessions to your needs.

Track the progress of
each session

Create interactive coaching cards with goals and dates of achievement to easily organize and keep track
of all your sessions.

LMS for customer service and knowledge base - Playvox

Train and keep all team members up-to-date

Create online Learning courses for your team.
Track progress and monitor efficiency.

Build your own virtual learning space

Provide your customer service team with all the educational information they need and allow them to take lessons in the learning topics they
want to improve on.

Send targeted learning sessions

Identify areas in which your agents need to be trained on, send them targeted Learning sessions and easily track their results.

Track team progress, and content efficiency

Review your team’s progress and evaluate their knowledge by creating courses & quizzes.

They have already transformed and scaled their QA process

Republic Wireless customer service quality process - Playvox
August home customer service service - Playvox
Peddle PlayVox quality assurance customer - Playvox
Quality assurance for customer service in Upwork - Playvox
Nerdwallet quality assurance with PlayVox
Atento customer service quality process - Playvox
Foodora Quality Assurance process
Nerdwallet quality assurance with PlayVox

Are you ready to take your QA process to the next level?

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