Arcaris Inc., a provider of SaaS-based solutions for contact center human resources, has launched a talent management platform for contact centers called PlayVox.
PlayVox.com integrates HR processes with videogame dynamics and social psychology techniques in an effort to help organizations conquer agent demotivation, turnover rate and low productivity.
“The human factor is crucial to the success of any contact center,” said Oscar Giraldo, founder and CEO at Arcaris, noting that personnel represents about 80 percent of contact center costs. “We believe in technologies that empower people to do their jobs better. It’s very important that managers and directors have the necessary tools to motivate, train and keep the agent’s personal objectives aligned with company objectives.”
Online discount business Groupon is among the companies leveraging PlayVox.
“We are a young, dynamic company, and we are concerned about doing things with excellence. PlayVox lets us detect and make a quick diagnosis of underperforming agents or those who ignore certain important procedures in serving our customers. At the same time, it gives us the tools to create, upload and distribute segmented educational content to agents that need special reinforcement. This information is available, so monitoring agent progress becomes much easier,’’ said Carolina Bucarey, head of customer service at Groupon LatAm.
As discussed in a TMC magazine article in January, Arcaris started out a couple years ago in Chile with a click-to-call platform, but recently moved to Silicon Valley and introduced a social call center contact service to select customers.
As part of this new focus, Arcaris had initially positioned the product – previously referred to as Playcall – as one that uses game dynamics to allow customer contact center managers and reps to track their performance and the performance of their peers on leader boards, and to create and view achievement.
Giraldo, however, explained earlier this week to ContactCenterSolutions that “with PlayVox we [have] a different approach. Our initial idea was to be a gamification add-on for call centers. Last year we realized that [to] manage people at call centers is a big challenge and there aren't HR solutions to address this problem for call centers. We pivot[ed] from a gamification add-on to be a talent management platform designed especially for call centers. So we rebuilt the platform and focused to understand and support the agent life-cycle in the call center.”
“We built PlayVox with the mission to make every contact center a more meritocratic and transparent place to work,” he added.