Enterprise SaaS start-up Arcaris today announced the general availability of PlayVox.com, a gamification platform designed to drive efficiencies and stronger agent performance in the contact center.
According to Arcaris, more than 70 percent of the costs associated with the contact center are people-related, and historically high attrition rates make agent retention a not-so-effortless endeavor.
Oscar Giraldo, founder and CEO of Arcaris, says the call center environment is both reactive and time-dominated, and requires "a holistic view of the agent life-cycle—from hiring to training and coaching." Using PlayVox, a contact center staff has access to a social collaboration tool allowing agents to ask a question, add a poll, or plug in a reward for a team.
If a contact center supervisor wants to create a community, [the supervisor has] access to a Workspaces tool so teams can interact collaboratively and view team actions, campaigns, news, agent birthdays, and accomplishments. Agents can earn specific ranks, like "Company Energizer" and "Goal Master," racking up karma points that impact their overall standing among their peers.
In addition to the collaborative element embedded in PlayVox, Arcaris will be rolling out an enterprise-class applications store called PlayVox Apps. The first app is a real-time e-Learning application that allows call center managers to track agent training and performance thresholds and offer feedback on training material and quizzes. Right now, the collaboration tool in PlayVox is complimentary for teams, but premium add-ons like the learning module cost $5 per month, per user for up to 100 users.
PlayVox has been in beta testing since April. One customer. Groupon Latin America, uses the platform for both enlistment of agents and supervisors and as a community for agents at its in-house call center. Carolina Bucarey, head of customer service for Groupon LatAm, said in a statement that "PlayVox lets us detect and make a quick diagnosis of underperforming agents… [while] at the same time, it gives us the tools to create, upload, and distribute segmented educational content to agents that need special reinforcement."
According to Giraldo, a next step for PlayVox will be to debut an enterprise version of the platform as the company considers deeper support and analytics capabilities through integrations with workforce management, CRM, and quality management systems.