Case Study: seQura (eCommerce BNPL payment provider) achieves 50% productivity increase and 80% faster reporting with Playvox

seQura Increases Productivity by 50% While Improving Satisfaction

SeQura, a Barcelona‑based eCommerce payments and BNPL provider serving over 4,000 retailers and 1.8 million buyers in Southern Europe, faced growing pains as its customer service team expanded: audits, KPI compilation and report preparation were taking too long, feedback was not timely, and the Quality team needed consistent calibration. To address this, SeQura partnered with Playvox and adopted Playvox Quality Management and Playvox Performance Management.

Playvox implemented flexible scorecard templates, workflows, reporting and calibration tools plus a unified KPI dashboard so auditors and agents have real‑time visibility into performance. As a result, Playvox helped SeQura increase quality‑team productivity by 50%, cut time spent on data collection and reporting by 80%, and improve team satisfaction through clearer, faster feedback and easier 1:1 preparation.

SeQura

Lidia Yepez

Quality Manager