Case Study: Afterpay achieves nearly 30% boost in agent productivity and improved QA/CSAT with Playvox Workforce Management from NICE Systems

How Afterpay Increased Agent Productivity 30% with Playvox by NiCE Workforce Management

Afterpay is an Australian fintech that expanded rapidly across the US, UK, Australia and New Zealand, growing to more than 11 million active customers and 40,000 retail partners as coronavirus changed spending habits. That rapid, geo‑diverse growth — combined with reliance on multiple outsourced partners — left the contact center struggling to forecast staffing, gain historical visibility, and consistently define and report on team success.

Afterpay implemented Playvox Workforce Management to centralize forecasting, monitor performance across internal and partner agents, and align success metrics. The solution delivered clearer staffing plans and unified reporting, driving nearly a 30% increase in agent productivity since 2018 and measurable improvements in QA and CSAT scores.

Afterpay

Yvonne Gilmour

Head of Service Delivery