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How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVox - PlayVox - Blog

How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVox

Upwork is a premier freelancing website for business worldwide looking to hire and work with talented, independent professionals.

The company provides a diverse and dynamic working environment for its team of over 150 agents who work on-site and remotely to meet Upwork's customer service support expectations.

However, having a remote team meant they needed a unique QA management solution. PlayVox proved to be the right fit, providing Upwork with a comprehensive quality monitoring software designed to engage their agents and transform their remote call center operations.


1. Improved customer service and agent skills development

The modern customer is demanding with high user experience expectations. Upwork ensured optimal customer-agent interactions through their staff’s skill development. Using PlayVox's intuitive training platform allowed Upwork to hold immediate coaching sessions when needed  and the Knowledge Base allows managers to place useful trainings that can be used and referred to by agents at any point in time.


"A better prepared and knowledgeable agent translates to better customer experiences in general." explains Amanda James, Manager of Executive Escalations at Upwork, "PlayVox allows the agent to see the evaluation results, review the interaction and communicate with the evaluator all in one place. The impact of the improvement suggestions resonates as a result."


When agents are prepared and knowledgeable about policies and services, a great customer service experience is created organically.

2. Engage remote customer service teams

Uwork’s customer support staff operate remotely. And although this comes with many benefits, it can sometimes be a struggle to find the right mix of tools and a management style to effectively communicate with and engage remote teams in order to prevent them from feeling isolated or detached from the organization.

Upwork explains, "before PlayVox, there was very little contact between the CS and QA teams, which created some challenges."

To engage their remote teams, Upwork uses the PlayVox community wall to encourage team comradery and participation. "The community wall tool helps keep the agents engaged and interested in their own progress and improvement."

Engagement has also increased due to PlayVox's reporting tool, which has created a environment of friendly competition as agents can see the goals they’ve met and where they stand compared to their team members.


3. Integration with existing tools

Time spent switching between different applications is a serious productivity killer. Upwork wanted to improve their quality monitoring process by eliminating the unnecessary steps in the process.


With the PlayVox third-party integrations available, Upwork was able to integrate their existing software, InContact and ZenDesk, making quality monitoring a simpler task.


"The integrations are an amazing time saver," explains Amanda James, “everything we need to evaluate an interaction is within PlayVox. This has saved a great deal of time not having to toggle between local media players and PlayVox or Zendesk."

4. Eliminating spreadsheets

Looking to continuously improve their customer service, Upwork handled multiple tools to measure customer satisfaction which were needed to be aligned with their quality monitoring.

As Upwork's main focus lies in agent development and training, PlayVox was able to simplify the businesses training and evaluation processes, allowing them to focus on their team and expedite the evaluation process.

"Before, we used a combination of spreadsheets, email and screenshots to evaluate and communicate the results to agents and leads." explains Amanda. “[Now] our team is efficient, which allows us to also focus on fostering a collaborative relationship through contests, recognitions, and open discussions.”

PlayVox has collaborated with Upwork to link both the training and quality monitoring process in order to instantly measure the results and improve on them. As a result, it has helped Upwork accelerate its training and feedback, improving its customer service quality faster than before.


"Our processes have been simplified [...] PlayVox allows an expedited evaluation process. [Before] our previous processes didn’t allow for such collaboration and coaching services.”


Since choosing PlayVox as their QA platform of choice, Upwork has transformed their customer service. Their teams now have greater room for collaboration, measurable goals and progress that can be managed.


But best of all, Upwork's customers will continue to have access to highly skilled agents who can quickly and accurately solve all their queries.


Publish Date: March 10, 2017 5:00 AM

2021 Buyers Guide Computer Telephony Integration

AMC Technology

DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

View more from PlayVox

Recent Blog Posts:
How To Improve Your Customer Service With Quality AssuranceJune 23, 2017 5:00 AM
Benefits Of Using Both CRM & QA Software TogetherApril 5, 2017 5:00 AM
4 Best Practices Of Using QA Software In The Contact CenterMarch 31, 2017 5:00 AM
Boost Your Contact Center QA With PlayVox’s Third-Party IntegrationsMarch 29, 2017 5:00 AM
5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving FansMarch 24, 2017 5:00 AM
Lowering Inbound Call Volume To Improve Your Customer ExperienceMarch 17, 2017 5:00 AM
How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call CenterMarch 15, 2017 5:00 AM
How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVoxMarch 10, 2017 5:00 AM
5 Ways Virtual Agents Can Improve Website Customer EngagementMarch 8, 2017 5:00 AM
How To Ensure Data Security And Privacy In Your Call CenterMarch 3, 2017 5:00 AM

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