Playvox Erfahrungen

Quality in a nut shell!

Kommentare: As I mentioned above, PlayVox provides us with so much insight into how we are doing with our training program. It has also increased our ability to maintain a level of quality to ensure our customers are well taken care of.

Vorteile:

PlayVox is an amazing tool that allows you to do all your quality assurance checks and coaching session in one place. We love the ability to create scorecards dynamic to our workflows and communication channels. Because it is so simple to use, we were able to ramp up our season quality assurance team within hours and then let them get to it. The insights we get from PlayVox also provide us with very valuable information that will help us improve our training for the next season. We are able to quickly see where our team members struggle so that we can increase our emphasis in those areas when we ramp up for the new year.

Nachteile:

The only thing that we do not use is the rewards program. The gift cards that are available to select from limit our ability to use them because we have team members all around the world.

Organized schedules

Kommentare: It was less hassle when submitting leave applications and schedule management.

Vorteile:

It's the schedule notification for me, it keeps you updated 5 minutes before your scheduled break. It also lets you know when to come back which makes work much easier and more disciplined.

Nachteile:

Agents don't have the option to check timestamps on the number of minutes or hours they have worked.

very good

Vorteile:

It is very accurate and I thing there is no mistake happened with me

Nachteile:

I think this program is very good but some times I feel that is not fair in total score

Great tool, great support!

Kommentare: Managed to get rid of spreadsheets
Easily provide and track feedback to agents
Adapt scorecards to measure not only quality but also performance

Vorteile:

It is very user friendly, both for teamleaders, analysts and agents. It fulfills very well the objective of getting rid of spreadsheets: it allows to automate tasks that were very manual until now. It is very customizable. And its support team is simply top level!

Nachteile:

They have not yet managed to integrate the information from each of their modules into one big dashboard. It is necessary to go manually to each of the modules to get the full picture of each agent Their reporting is still quite basic, it is not possible to get many insights.

Robust QA Framework Through Playvox

Kommentare: While we mostly use Playvox for QA purposes, our overall experience with the platform is okay as it does fairly deliver based on our use cases.

Vorteile:

- can be easily integrated with Zendesk through API which makes ticket audits a lot easier to review - agent organization chart which provides visibility to further know who reports to who - UI/UI which is very user-friendly and straightforward

Nachteile:

- generally needs a separate Playvox instance for each Zendesk instance which is bit tiresome as in our use case we have 5 Zendesk instances. You can just imagine the amount of effort we need spend just to login to different Playvox instances - SSO via Google Workspace had some issues every now and thn

Playvox helps us review the quality of each interactions that agents have

Vorteile:

I believe the most helpful feature of Playvox is that our Quality team is able leave comments to each of our evaluations and are able to provide us information such as the details of the ticket/case we have handled. We are also able to review their review and acknowledge it. We also have a dashboard where in we can see the total percentage of our QA Evaluations and at the same time see which sections we mostly have errors.

Nachteile:

None so far, everything is doing well for Playvox

Playvox is an indispensable tool

Kommentare: I can not complain in a general way for me and my colleagues it is satisfactory.

Vorteile:

It is a very interesting application, in terms of team and individual evaluations, it is easy to use and the experience in training and evaluation forms is wonderful.

Nachteile:

It should be a little more intuitive. To facilitate the search of all its functions.

Awesome Quality check tools

Kommentare: With Playvox we have decreased in almost a 60% the amount of work/time/resources we were using when quality checks where done manually

Vorteile:

Assuring the quality of the work of agents can be a very time consuming activity and I have struggle to find a solution that really help us in have a track of progress and review in an agile way. These are some of the features that impress me more of Playvox - Allows you to check on tickets way faster than doing manually and faster than other platforms - Very customizable. You can create teams, groups and different score cards with personalized fields. - Very detailed report dashboard with visibility of the whole team and single agent work - Work reminders to quality analyst and visibility of their work and notifications to agents when their work is reviewed - Possibility to review quality analyst work and to implement work calibration -Customer service is very helpful and the Help center have most of the answers you need

Nachteile:

The only thing that have to be improved is that when displaying the tickets to display it might take a few seconds but in any case it is much faster than other programs

A great tool to maintain and Enhance you Customer experience

Kommentare: Overall its good and impressive

Vorteile:

Playvox has numerous features and the most liked feature for me is "The coaching and Feedback part while evaluating Agent's interaction"

Nachteile:

Quiz/Course uploading is quite complicated

Excellent software that helps learning

Kommentare: PlayVox is a software where job performance is measured through statistics, training and personalized evaluations by the QA team.

Vorteile:

It is an excellent software and an excellent work tool, intuitive and easy to use.

Nachteile:

I like all the facilities it offers, it is well designed and I don't find anything wrong with it.

All in all very good

Vorteile:

Having the ability to have templates helps to standardize notations for coaching!

Nachteile:

I wish that filters were set on "all" by default, and not on "month"

Best Quality Tool

Kommentare: This is the best software to ensure the best quality and performance of my team

Vorteile:

We're able to not only monitor our team's quality and performance, but we can also help the team to improve their performance with the coaching function.

Nachteile:

After been using this software for almost 3 years, I have no complain about using this.

Easy to use

Vorteile:

Playvox has made a great impact on my career growth here in Turo ( currentl company). This made track my QA score as well as my agents score real time. We're having 4-6 audits weekly and so far we haven't encountered any issues at all.

Nachteile:

I couldn't think of anything that I'd like least about Playvox since my experience in using this special tool is so far incomparable

Playvox rocks!!!!

Kommentare: It is great and easy to use. We use it as a tool for monitoring client phone calls and providing feedback to employees. It makes everything easier since everything is organized.

Vorteile:

I like how transparent Playvox is. You can easily see the summary of your reports and scores. You can also see what was already signed and acknowledged. It also summarizes your monthly scores, which is great and the notifications are real time.

Nachteile:

None, everything is great and easy to access.

PlayVox Review

Kommentare: We're using Playvox for submitting our evaluation, coaching, calibration, etc.
so it been easy to track the performance for each one in our company, and all of the data are compiled.

Vorteile:

Easy prosses, easy to use, the most feature I would recommend.

Nachteile:

nothing missed all are covered, mostly what you need will be compiled in one page

the best software

Kommentare: overall best experience

Vorteile:

the best thing is that when we receive an evaluation, an attached email is sent

Nachteile:

everything is fine . nothing is upgradeable

Playvox is a good solution

Kommentare: I think that overall it's a good product. It just needs to catch up a bit with its rivals on reporting.

Vorteile:

It's very easy to use and has a simple UI.

Nachteile:

It lacks a bit on the reporting side and customization.

Almost perfect

Kommentare: All good. Smooth and reliable

Vorteile:

Reports at glance. Different categories can be created

Nachteile:

If I have to check real time agent numbers there is no easy way

Clear and Easy

Kommentare: This is an very easy and understandable application which is showing performance on daily weekly and monthly basis also i can see whole record of performance

Vorteile:

Easy to understand and a beautiful window which makes things perfect

Nachteile:

Nothing in this app which i don't like great all

Posting on Care Center Page

Vorteile:

Ease of posting things

Nachteile:

Too many posting from the same person can I have a delete button

how analyses faster

Kommentare: by using playvox in the beginning i got to know what it takes easily to get the flow of the chat go for better way

Vorteile:

easy to get for every section in need to get the monitoring and valuation done

Nachteile:

to see my score in it if it not that good

Userfriendly and ease the learning progress

Kommentare: overall is good , wish to have more function in future

Vorteile:

training and evaluation, basically i can evaluate my quality of service and the result of service in playvox

Nachteile:

hope to expand function in HR relation function. Hopefully there are more function in playvox such as the application for internal transfer opportunities and able to see the position vacancy via playvox

Playvox part of the work

Kommentare: It is an indispensable part of our daily work.

Vorteile:

Versatile and easy to operate such as Team coaching and QA checks

Nachteile:

Sometimes the system is slow At the time of checking the Interrelation ID

Usefull

Vorteile:

With this software I can improve my performance by following my metrics.

Nachteile:

Sometimes it takes time to update some data.

PlayVox Very Simple and Manageable

Vorteile:

I like PlayVox due to it's layout, It is very easy to use and understand. It evens gives you points for logging in, you can always compete against coworkers for the better spot, It makes work motivating. Very pleased with it.

Nachteile:

It doesn't let us know what and how we can earn badges