PlayVox - The Call Center Gamification Platform

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PlayVox is a Learning, Coaching and Performance platform designed to manage and motivate people at Call Centers.

PlayVox helps call centers onboard and retain new agents through gamification and rewards. The results are improved morale, decreased staff turnover rates, better training quality and increased profits.

Published in: Technology, Business

PlayVox - The Call Center Gamification Platform

  1. 1. NEXT GENERATION AGENT PERFORMANCE OPTIMIZATION Learning, Coaching and Performance Platform for Call Centers Wednesday, July 3, 13
  2. 2. PLAYVOX THE CALL CENTER GAMIFICATION PLATFORM Wednesday, July 3, 13
  3. 3. 66%2X “Fun is the easiest way to change people's behaviour for the better.” Wednesday, July 3, 13
  4. 4. Call Centers with more than 1,000 agents average 70% turnover annually. Source: State of Call Center Human Capital survey Wednesday, July 3, 13
  5. 5. 3.5 M Source: State of Call Center Human Capital survey Wednesday, July 3, 13
  6. 6. +9 M Wednesday, July 3, 13
  7. 7. 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 Wednesday, July 3, 13
  8. 8. +$20 BILLION PROBLEM http://www.callme.io/calculator.html Wednesday, July 3, 13
  9. 9. 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 Wednesday, July 3, 13
  10. 10. Over 70%of Call Center operating expenses are PEOPLE Wednesday, July 3, 13
  11. 11. Source: State of Call Center Human Capital survey The average turnover cost $3,500per agent. For larger call centers (>1,000 agents), that number climbs to $4,000per agent. To put that in context, a 1,000-seat call center running an industry average 70% annual turnover is wasting about $2.8 millionper year on turnover costs. http://www.callme.io/calculator.html TURNOVER BY THE NUMBERS Wednesday, July 3, 13
  12. 12. ACD/IVR CRM/HELPDESK QUALITY WORKFORCE CONTACT CENTER TECHNOLOGY LANDSCAPE PEOPLE MANAGEMENT Wednesday, July 3, 13
  13. 13. 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 Wednesday, July 3, 13
  14. 14. PlayVox simply combines Call Center Processes, People and Data to drive business value and retain talent. Wednesday, July 3, 13
  15. 15. 3 PLAYVOX P Social Collaboration and Gamification Platform L C P Learning Coaching Performance API PEOPLE DATA PROCESSES WHY PLAYVOX IS UNIQUE Wednesday, July 3, 13
  16. 16. Wednesday, July 3, 13
  17. 17. PLAYVOXSOCIAL Wednesday, July 3, 13
  18. 18. PLAYVOXSOCIAL Wednesday, July 3, 13
  19. 19. PLAYVOXLEARNING Wednesday, July 3, 13
  20. 20. PLAYVOXLEARNING Wednesday, July 3, 13
  21. 21. PLAYVOXLEARNING Wednesday, July 3, 13
  22. 22. PLAYVOXCOACHING Wednesday, July 3, 13
  23. 23. PLAYVOXPERFORMANCE Wednesday, July 3, 13
  24. 24. PLAYVOXPERFORMANCE Wednesday, July 3, 13
  25. 25. PLAYVOXREWARDS Wednesday, July 3, 13
  26. 26. PLAYVOXREWARDS Wednesday, July 3, 13
  27. 27. AS SEEN ON https://class.coursera.org/gamification-002/lecture/63 Wednesday, July 3, 13
  28. 28. LOVED BY AGENTS AND SUPERVISORS Wednesday, July 3, 13
  29. 29. “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 Wednesday, July 3, 13
  30. 30. COMPANIES USING PLAYVOX Wednesday, July 3, 13
  31. 31. 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. Wednesday, July 3, 13
  32. 32. CASE STUDIES Test assessments Selection On-boarding Collaboration Training Test assessments Collaboration Recognition Training File Sharing Agent Satisfaction Surveys Training Consolidation Multi-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. Wednesday, July 3, 13
  33. 33. + Dynamic changes with PlayVox: Hiring and Training Groupon 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 Learn The 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 Wednesday, July 3, 13
  34. 34. founders@playvox.com PLAYVOX Wednesday, July 3, 13

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