Echoing Afterpay’s verifiable automation, Commerce Sphere streamlines workflows to boost productivity by 30% and CSAT by 15% in global fintech environments.
Business Problem:
Afterpay, an Australian fintech, saw its customer base double to 11 million by 2021, overwhelming contact centers with no historical data for staffing forecasts. This led to a 20% drop in customer satisfaction due to long wait times.
Process:
- Evaluation: Analyzed contact center workflows and data gaps.
- Automation Design: Implemented Playvox Workforce Management for AI-driven forecasting and scheduling.
- Rollout: Deployed over 3 months, integrating with existing CRM systems.
- Optimization: Used AI analytics to refine agent performance metrics.
Completion and Results:
Automation increased agent productivity by 30% and improved CSAT scores by 15%. Vendor-neutral integration ensured compatibility with future tools, supporting global growth.
Client Benefits:
- 30% boost in agent productivity.
- 15% improvement in customer satisfaction.
- Scalable support for global expansion.