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Groupon and the value of PlayVox

Groupon and the value of PlayVox

[fa icon="calendar"] Nov 13, 2012 7:09:15 AM / by Briana Songer

Briana Songer

Company Snapshot
Groupon launched from Chicago, USA in November 2008, and has grown to cover 48 countries. Groupon features daily deals and makes it easy to get great discounts for activities in hundreds of cities around the world.

The Groupon call center in Santiago, Chile began testing the PlayVox platform with a small group in March 2012. Since then, the small group has grown to a total of 140 agents and supervisors.Company Snapshot

Groupon launched from Chicago, USA in November 2008, and has grown to cover 48 countries. Groupon features daily deals and makes it easy to get great discounts for activities in hundreds of cities around the world.

The Groupon call center in Santiago, Chile began testing the PlayVox platform with a small group in March 2012. Since then, the small group has grown to a total of 140 agents and supervisors.

Dynamic changes with PlayVox: Hiring and Training

Groupon normally uses several different meeting rooms to keep up with the process. However, these rooms would be occupied and there would be no available space to interview new applicants. To help solve this challenge, Groupon decided to create a private PlayVox community and invite the potential applicants to join. They simply joined, created a profile and added a little information about themselves. This has not only saved time trying to find available meeting rooms but also time selecting qualified applicants.

Improved Communication

With the amount of incoming information that reaches the call center every day, it's a constant challenge to make sure the information reaches everyone. PlayVox has helped Groupon spread this information and mainly, reinforce it to help professionalize the service.

Motivated to Learn

Groupon uses the PlayVox learning tool to help out their training managers. Within the private community, managers give potential applicants specific tests in order to help filter out unqualified candidates. This gives them more time to qualify applicants, meaning, more time to contact those that were approved and continue on with the training process.

The PlayVox e-learning system has also motivated their newly hired and current agents to voluntarily take learning courses in PlayVox, thereby accelerating the training process. The largest benefit is that Groupon has been able to continuously train and have easy access to analytic results. Groupon can teach courses online and ensure immediate results from each person taking the course.

Future Inspiration

PlayVox has proven to be a valuable and inspirational platform for Groupon, causing this young company to become more of a more pleasant place to work and more importantly, help keep agents motivated and work on the behalf of the clients.

Dynamic changes with PlayVox: Hiring and Training

Groupon normally uses several different meeting rooms to keep up with the process. However, these rooms would be occupied and there would be no available space to interview new applicants. To help solve this challenge, Groupon decided to create a private PlayVox community and invite the potential applicants to join. They simply joined, created a profile and added a little information about themselves. This has not only saved time trying to find available meeting rooms but also time selecting qualified applicants.

Improved Communication

With the amount of incoming information that reaches the call center every day, it's a constant challenge to make sure the information reaches everyone. PlayVox has helped Groupon spread this information and mainly, reinforce it to help professionalize the service.

Motivated to Learn

Groupon uses the PlayVox learning tool to help out their training managers. Within the private community, managers give potential applicants specific tests in order to help filter out unqualified candidates. This gives them more time to qualify applicants, meaning, more time to contact those that were approved and continue on with the training process.

The PlayVox e-learning system has also motivated their newly hired and current agents to voluntarily take learning courses in PlayVox, thereby accelerating the training process. The largest benefit is that Groupon has been able to continuously train and have easy access to analytic results. Groupon can teach courses online and ensure immediate results from each person taking the course.

Future Inspiration

PlayVox has proven to be a valuable and inspirational platform for Groupon, causing this young company to become more of a more pleasant place to work and more importantly, help keep agents motivated and work on the behalf of the clients.

Topics: supervisor, call centers, Customer

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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