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A Must-Have Tool For Quality Management
September 03, 2021

A Must-Have Tool For Quality Management

Somihor Horam | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Playvox

Playvox is currently used by the Quality Management team. With Playvox, we have seen more efficiency in quality management, be it transparency or accuracy, its features are just great. With all the important data, Playvox provides the numbers of quality audits and errors exactly the way business requires. From checking one's own quality scores and errors for a specific date, week, and month, Playvox offers a great deal of user-friendly touch.
  • It has some great features where we can check our quality and performance with the accurate data on real time basis.
  • We can make the Playvox pick the cases randomly which gives fair and healthy quality output.
  • Playvox has all the necessary details of all the different types of cases which are required for auditing.
  • A table with numbers for each DAY, WEEK, and each MONTH is required so that we can see the whole week's/month's score at a glance not just the whole week's total or TOTAL EVALUATIONS. That feature is not available at the moment but we only have the filter to apply for 'Today', 'Yesterday', 'This week' and so on.
  • COACHING feature can be improved. We need more sections based on which the agent should be coached and measure the effectiveness.
  • This tool has the features that the manual man power can't possibly accomplish within the same time frame, hence, the impact is greatly acknowledged.
  • It is a great boon to the business and clearly the return or output over weighs the investment.
  • There's no negative impact ever experienced using Playvox.
There are so many tools for Quality Management and yet this new experiment of using Playvox is on another level. The tool is user friendly and we can easily navigate the page and get whatever information we want. This tool covers almost all the features you can think of from a quality management perspective. Quality is the ultimate deciding factor for a business to grow and Playvox definitely can deliver the best results as expected.

Do you think Playvox delivers good value for the price?

Yes

Are you happy with Playvox's feature set?

Yes

Did Playvox live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Playvox go as expected?

Yes

Would you buy Playvox again?

Yes

Well, first of all, it has the feature or the capacity to select each case randomly within a specified time period which makes all the agents process each case/ticket more diligently. This will make the agents not focus only on some specific days or weeks, but this random pick will make us focus and give 100% concentration on every case. Second, the best thing about this Playvox is we always get an email notification whenever there's an error incurred or a case is evaluated periodically. This helps us review the error and if disputable, we can file a dispute on time. If this email notification can be made for every error incurred, it would be a great help for us.