Case Study: How Afterpay Increased Agent Productivity 30%

Afterpay is an Australian Fintech company operating in the United States, United Kingdom, Australia and New Zealand. Over the last year, Afterpay doubled its consumer base with more than 11 million active customers and 40,000 retail partnerships, creating serious support challenges.

Challenge

• Forecasting their contact centre staffing needs.
• Visibility into agent performance.
• Defining and reporting on the success of customer teams.

Solution

• Playvox Workforce Management was implemented with an early adoption of forecasting and reporting.

Result

• Increased agent productivity by almost 30%.
• Improved QA and CSAT scores.

Challenge

Afterpay is a high-growth start-up, having doubled its volume of active users to more than 11 million consumers as the coronavirus pandemic spurred new spending habits.

Launching in new regions and territories while attracting tens of thousands of new customers every day created serious challenges.

Forecasting contact centre staffing needs with no view into historical trends was difficult at best, and using various outsourced partners to scale for growth meant more complex scheduling requirements and a disconnected view of success.

Solution

The Afterpay team had used other workforce management tools in the past, but most didn’t accommodate the company’s complex and ever-changing needs.

Playvox worked together with Afterpay to consider their existing processes and implement Playvox Workforce Management in ways that allowed the organization to minimize disruption and quickly take advantage of new efficiencies.

“The joy of working with Playvox is that they get the Afterpay Way. Our business is continually changing, and we need a partner that gets that and adapts with us,” said Yvonne Gilmour, Afterpay’s Head of Service Delivery.

Afterpay quickly adopted Playvox Workforce Management in their Australia and New Zealand locations. They capitalized on the early gains in those regions and went on to build accurate staffing forecasts and efficient processes to prepare for implementation in the United States and the United Kingdom.

“There’s no sales pitch here. The team at Playvox understands what you need and helps by showing you how they can support your goals,” said Gilmour.

“I love the slight nerd factor of working with gifted people who are technically proficient. They continually challenge our thinking to get us to raise the bar, and I love that.”

With Playvox Workforce Management, Afterpay was also able to fully mobilize their team members and support working from home during the coronavirus pandemic.

Playvox Workforce Management connected Afterpay’s team and enabled uninterrupted performance, while keeping staff members safe through social distancing.

“While the world goes into shutdown, our teams are helping our customers from the comfort of their own homes,” said Gilmour. “We know exactly who is doing what, when and how – minute by minute.”

Results

Since deploying Playvox Workforce Management, Afterpay has increased productivity by almost 30%, measured by tickets resolved per hour, all while improving their QA and CSAT scores.

Playvox Workforce Management’s real-time dashboards provided a clear view into Afterpay productivity, revealing an opportunity to reduce variance in output across teams. Afterpay conducted training sessions and coaching programs that resulted in improved performance and more satisfied customers.

“There’s no sales pitch here. The team at Playvox understands what you need and helps by showing you how they can support your goals… I love the slight nerd factor of working with gifted people who are technically proficient. They continually challenge our thinking to get us to raise the bar, and I love that.”
– Yvonne Gilmour, Head of Service Delivery