Case Study: Financial Services Company Transforms Its QA Process

Will Bank is a rapidly expanding financial services company in Brazil. Founded in 2018, this Fintech company is a part of a larger organization with more than 20 years of experience helping people achieve financial independence through digital banking.

Will Bank has more than 400 employees in São Paulo, Brazil. It offers checking accounts and credit card services with an innovative app that delivers convenient digital banking services. More than one million customers use Will Bank, experiencing the freedom and power of digital banking.

Challenge

• The customer service team managed a range of channels, including live chat, email and social media and they needed to ensure that every customer service interaction was efficient and met existing service standards
• The quality assurance team relied on PowerPoint presentations and graphs to show agents areas where they needed to improve

Solution

• Playvox Quality Management Suite with Quality Assurance, Performance Management, Coaching, Learning, and Motivation products ensured the success of their growing customer service team
• Agents now have one, centralized location to review evaluations and see highlights of exactly where they can improve or where they did well

Result

• The average agent CSAT score has increased approximately 25 percentage points
• Improved agent performance, easier evaluations and efficient workflow
• Increased collaboration and alignment between the quality team and customer experience leaders

Challenges

From its inception, Will Bank has experienced tremendous demand for its digital banking services. With rapid growth came more customer support inquiries. The bank’s customer service team managed a range of channels, including live chat, email and social media.

When they opened in 2018, Will Bank had ten call centre agents. By March of 2020, the number had grown to 125. By December of that same year, the bank employed more than 225 agents. They anticipate hiring even more agents as they continue to bring on new customers.

With a large influx of new call centre agents, they needed to ensure that every customer service interaction was efficient and met existing service standards. The quality assurance team relied on PowerPoint presentations and graphs to show agents areas where they needed to improve.

To complicate matters further, Will Bank agents had to use multiple information sources for training, motivation, and support.

The incentive programme, educational resources, and knowledge base were disconnected from other tools the team used in their efforts to improve, slowing operations and processes from onboarding to advancement.

“It was difficult to provide agent feedback in a timely and effective way,” said Ellen Dias, Quality Coordinator at Will Bank.

“We used a basic Google Form for quality assurance evaluations. This manual process made organizing information difficult and adding comments to evaluations impossible. It was a struggle to give detailed feedback and show our agents exactly where they needed to improve.”

Solution

Will Bank chose the Playvox Quality Management Suite with Quality Assurance, Performance Management, Coaching, Learning, and Motivation products to ensure the success of their growing customer service team.

The quality team launched Playvox in March 2020 amid the onset of the COVID-19 pandemic. As new agents onboarded from home, Playvox’s integration with other systems was pivotal in providing a single place for agents to get information and all of the resources they needed to reduce the time to productivity.

Playvox empowered agents to access real-time feedback, enter disputes, redeem incentives, and access learning resources.

Agents now have one, centralized location to review evaluations and see highlights of exactly where they can improve or where they did well.

“Playvox Quality brings transparency to our organization. Our agents get instant access to their evaluations, know exactly how they are scored, and feel like they are getting useful feedback promptly,” said Dias.

“Our agents feel like evaluations are fair. But if they want to dispute a score, they can do this inside the Playvox solution. They can also access the Karma Store inside Playvox and redeem earned points for rewards. Our agents love the motivation feature and are already showing an increase in points earned.”

Results

Since they started using Playvox, agents have improved performance considerably. Their evaluations are easier to understand, the workflow is more efficient, and the average agent CSAT score has increased approximately 25 percentage points.

The performance report has generated more timely and actionable insights, enabling the team to create new learning programmes for those who need more focused help.

“The consolidation of internal communications from the community board, notifications, and channels has given the quality team and agents a one-stop shop. Agents can see reviews, access training, and get motivated,” said Artur Junior, Customer Experience Assistant at Will Bank.

“We’ve eliminated a lot of back and forth through email and the time-intensive task of preparing for monthly review meetings. It’s all in Playvox in one centralized place.”

Another significant outcome of adopting Playvox is that the collaboration has increased alignment between the quality team and customer experience leaders.