With that box ticked, her evaluation turned to ease of use, with Genesys PureCloud’s intuitive user interface a hit with both PEXA agents and business level managers. “I find the overall platform easy to use and fit for purpose,” said Crichton.
With a young team of go-getters under her charge, Crichton aims to give more control to team leaders to boost their professional development. PureCloud’s voice recording and agent scorecards do the job, providing team leaders with a real-time gauge of agent performance.
“Team leaders love the quality component,” said Crichton. “Now they spend more time on coaching, which is great for the development of our junior leaders and their teams.”
Reporting has been a revelation, with PEXA’s Head of Member Operations Ryan de Rosayro describing the gap between what was and today’s reporting abilities as “night and day”.
“It was tough producing customised reports in the old system,” he said. “Now we can create reports from scratch – and quickly – right down to IVR queue and agent level information. And everything is easily shared with business level managers. That’s a whole lot less admin.”
Scheduling agents has also been spectacularly refashioned, fortuitously coinciding with a flexible workforce initiative that allows agents to work remotely. With scheduling managed ‘in-platform’ rather than with printouts, everyone knows where they stand. And when the situation changes, automated updates keep everyone in the picture. What’s more, agents can rearrange their shifts for leaders to approve before schedules are released.
“Scheduling contact centre workers gets harder when it involves remote agents,” said de Rosayro. “PureCloud makes it easy and gives us the confidence that audio quality – and customer experience – is consistently good wherever agents are working. The team loves it,” he said.
Working with Pyrios
While case studies naturally focus on quantum improvements delivered by new technology, the choice of technology partner is a significant factor for high-risk technology deployments, such as a call centre platform.
“We’re not big, but we punch above our weight – and the service we provide is very important to Australians. We like to work fast, and from our first interaction with Pyrios we were comfortable,” said Crichton.