Playvox the best customer service measurement software
April 12, 2021

Playvox the best customer service measurement software

Gretty Gutierrez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Playvox

The company uses Playvox in several departments, uses it to measure the quality of agents, track their individual statistics as groups and offers a learning module where employees are trained as a group or individually and their performance is evaluated. The option of public recognition is very remarkable to increase the morale of the evaluated agent.
  • Quality statistical reports by agent and group are easy to understand and compare.
  • The coach sessions can be configured in an easy and friendly way, practically intuitive.
  • The learning section where you can place both the support material and the evaluation, it evaluates and gives the score at the moment offering a comparison with the rest of the agents.
  • I wish I could put the background dark, but so far Playvox has only gotten better
  • It has been very favorable since our BPO has been recognized for the quality of our agents.
  • Coaching sessions are very dynamic and agents can complete them in a few moments according to their availability.
  • It helps us to capture the weaknesses and strengths by providing process refreshment.
I have always worked with Playvox and there is no intention to change since their advantages are what we need and they have helped us improve the quality of the agents in management, carrying out a timely monthly, weekly or daily follow-up as required at the time to take the necessary measures.
Very beneficial, as indicated, it presents statistics in real time as required. It is an amazing tool due to its multiple functionalities and its ease of use. Its reliability, information management and statistical control of our agents. You can emphasize weaknesses to take the necessary corrections, use motivation to incentivize and recognize improvements.
A positive impact, Playvox allows us to have control of the service offered by our agents to our clients since constant evaluations are carried out, when they are carried out they yield a result that allows us to use tools to improve service failures and increase the productivity of the agents in management.

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Playvox adapts well to the statistical area and the training and comparison of agents, in order to improve performance metrics, with the support of didactic and evaluable coach sessions, it also has the possibility of individually evaluating the work of each agent placing a score and offering improvements or recognition as merited.

Using Playvox

500 - Customer service for claims and delivery inquiries. Thousands of claims are received daily where attention and interaction between the customer and the premises is required to be able to provide an excellent service and more so in this time of pandemic where delivery has become an essential service and in high demand.