G2

Youssef A.

...

Enterprise (> 1000 emp.)

8/19/2020

"Playox Is an amazing monitoring app"

5/5

What do you like best about Playvox Quality Management?

PlayVox is a platform for the Quality Department to monitor the calls that we make to the Couriers and help them deliver their orders. Also, we are monitored in the customer calls so we follow some steps in the ways of talking to the customer such as the opening and closing and the main topic or the body. We should follow this process to achieve quality scores and achieve the KPI. Its reports and evaluations are super accurate and help agents identify their problems and how they can fix them. And it's easy to use for all users from Managers to employees and it had amazing analysis report for the agents to be able to improve themselves and adjust their performance to meet the requirements of the company. Also, it can be used as a quality monitoring tool for each and every call center company it will improve the skills of the agents rapidly and will increase customer satisfaction. PlayVox made a huge impact on our quality scores and made us realize the mistake we make to help us improve to be better Customer service agents and help the company to achieve its goals and give the customer the service he needs to pay for its right price to get the service they need. Review collected by and hosted on G2.com.

What do you dislike about Playvox Quality Management?

The app is perfect it doesn't need anything to be improved maybe we can add little things here and there but otherwise everything is perfectly done and it's an amazing platform for customer service agents or any call center for monitoring quality it helped me as agent to improve my skills and find better was to communicate with different stack holders and also helped me see what I am lacking and what I need to improve Review collected by and hosted on G2.com.

Recommendations to others considering Playvox Quality Management:

I would like to recommend other call center companies to use PlayVox as the main monitoring tool for agents. It will help them analyze which skill is lacking in their employees and will help them improve. By this, they will gain customer satisfaction and gain profits. Review collected by and hosted on G2.com.

What problems is Playvox Quality Management solving and how is that benefiting you?

PlayVox is helping me as an agent to improve my way of dealing with customers and multiple stakeholders that help the company improve and get customer satisfaction. It helped in improving my soft skills as an agent and it will help others in learning new things about themselves. Maybe a small issue that encounters us as employees is that we can't see the full analysis of the team or the company to evaluate our impact in the company and how we make changes to the company, so it will be helpful if we can see more analysis. And we are thinking to implement PlayVox all over the company departments for its ease of use and its availability through all agents and easy to analyze and walk through the company departments. Review collected by and hosted on G2.com.