Case Study: Afterpay achieves 30% higher agent productivity and improved QA & CSAT with Playvox

Afterpay transforms workforce efficiency with AI-driven tools for digital staffing and scheduling from Playvox WFM

AfterPay, an Australian fintech operating in the US, UK, Australia and New Zealand, rapidly expanded to more than 11 million active customers and 40,000 retail partners, which strained its contact center. Facing challenges forecasting staffing without historical trends, gaining visibility into agent performance across in-house and outsourced teams, and defining consistent success metrics, AfterPay selected Playvox Workforce Management to centralize WFM and reporting.

Playvox implemented its Workforce Management solution to unify forecasting, staffing and performance visibility across AfterPay’s internal agents and outsourced partners. As a result, Playvox helped AfterPay boost agent productivity by nearly 30% since 2018 and deliver measurable improvements in QA and CSAT scores, enabling the company to scale support across a roughly 500–1,000 agent operation and new regions.

AfterPay

Yvonne Gilmour

Head of Service Delivery