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NEXT GENERATION AGENT PERFORMANCE OPTIMIZATION Learning, Coaching and Performance Platform for Call Centers Wednesday, July 3, 13
| Date post: | 14-Jul-2015 |
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Technology |
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NEXT GENERATION AGENTPERFORMANCE OPTIMIZATION
Learning, Coaching and Performance Platform for Call Centers
Wednesday, July 3, 13
PLAYVOX
THE CALL CENTER GAMIFICATION PLATFORM
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66%2X“Fun is the easiest way to change people's
behaviour for the better.”
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Call Centers with more than 1,000 agents average 70% turnover annually.
Source: State of Call Center Human Capital survey
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3.5 M
Source: State of Call Center Human Capital survey
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+9 M
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EVERY YEAR
~6.3 MILLION PEOPLE
An average of 70% annual turnover means this industry is Training about...
Source: State of Call Center Human Capital survey
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+$20 BILLIONPROBLEM
http://www.callme.io/calculator.html
Wednesday, July 3, 13
PlayVox was built from the ground up to leverage best practices and drive agent motivation in the call center. We believe social collaboration, strong support from a gamified platform and training from the start (on-boarding new agents) plus a feeling of recognition (incentives) are the fundamental elements for a high-performance call center organization. Our end to end call center solution, along with Tango Card integration reinforces team and individual engagement and speed to competency.
SOME APPLICATIONS
100% Call Center Focus
Improve Collaboration and internal communication.
Combat agent absenteeism
Agent Training
Improve performance levels
Reduce staff turnover
Agent engagement
Improve first-call-resolution rates
Combat customer churn
Motivation and recognition
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Over 70% of Call Center operating
expenses are PEOPLE
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Source: State of Call Center Human Capital survey
The average turnover cost
$3,500 per agent.
For larger call centers (>1,000 agents), that
number climbs to $4,000 per agent.
To put that in context, a 1,000-seat call center running an industry average 70% annual turnover is wasting about
$2.8 million per year on turnover costs.
http://www.callme.io/calculator.html
TURNOVER BY THE NUMBERS
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ACD/IVR CRM/HELPDESK
QUALITY WORKFORCE
CONTACT CENTER TECHNOLOGY LANDSCAPE
PEOPLE MANAGEMENT
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PLAYVOX
Our vision is to be the standard platform to manage people in call centers worldwide.
Company 1
CRM
Company 1
Company 2
Company 3
Company 4
Company 5
Company 6
Company 7
Company 8
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PlayVox simply combines Call Center Processes, People and Data to drive business value and retain talent.
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3
PLAYVOX
P
Social Collaboration and Gamification Platform
L C PLearning Coaching Performance
API
PEOPLE
DATA
PROCESSES
WHY PLAYVOX IS UNIQUE
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PLAYVOXSOCIAL
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PLAYVOXSOCIAL
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PLAYVOXLEARNING
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PLAYVOXLEARNING
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PLAYVOXLEARNING
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PLAYVOXCOACHING
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PLAYVOXPERFORMANCE
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PLAYVOXPERFORMANCE
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PLAYVOXREWARDS
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PLAYVOXREWARDS
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AS SEEN ON
https://class.coursera.org/gamification-002/lecture/63Wednesday, July 3, 13
LOVED BY AGENTS AND SUPERVISORS
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“PlayVox is unique in that it is a new player in the market that is currently working as a standalone solution. It was founded in Chile to assist outsourcers with improving agent attrition.”
AS SEEN ON
Gamification: A New Approach to Tracking and Improving Agent Performance
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COMPANIES USING PLAYVOX
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CASE STUDY
"PlayVox lets us detect and make a quick diagnosis of underperforming agents or those who ignore certain important procedures in serving our customers"
— Carolina Bucarey, Head of Customer Service at Groupon LatAm.
The Groupon call center in Santiago, Chile began testing the PlayVox platform with a small group in March 2012. Since then, the small group has grown to a total of 140 agents and supervisors.
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CASE STUDIES
Test assessmentsSelectionOn-boardingCollaborationTraining
Test assessmentsCollaborationRecognitionTrainingFile SharingAgent Satisfaction Surveys
Training ConsolidationMulti-site Management
PlayVox has not only helped Groupon save precious time selecting and filtering out new applicants, but has accelerated their agent training process. Telefonica, one of the largest phone operators in Latin America and Spain, can now consolidate on-boarding training for new agents across eight (8) call centers located in three (3) different countries.
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+ Dynamic changes with PlayVox: Hiring and TrainingGroupon normally uses several different meeting rooms to keep up with the process. However, these rooms would be occupied and there would be no available space to interview new applicants. To help solve this challenge, Groupon decided to create a private PlayVox community and invite the potential applicants to join. They simply joined, created a profile and added a little information about themselves. This has not only saved time trying to find available meeting rooms but also time selecting qualified applicants.
+ Motivated to LearnThe PlayVox e-learning system has also motivated their newly hired and current agents to voluntarily take learning courses in PlayVox, thereby accelerating the training process. The largest benefit is that Groupon has been able to continuously train and have easy access to analytic results. Groupon can teach courses online and ensure immediate results from each person taking the course.
THE VALUE OF PLAYVOX
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