A good quality assurance (QA) program does more than just check boxes: it looks at how agent behaviors impact customer satisfaction and other call outcomes so supervisors can provide targeted coaching. In this video, Darryl Nixon discusses how Creovai has helped Noom take this more nuanced approach to QA.
[0:00]
Darryl
The functionality within Creovai that uses the sequential categories is something that has been very powerful for us. This is something that the QA team can build and curate without having to worry about an engineer building it.
[0:18]
Darryl
Thinking about Creovai’s ability to, say, identify that the customer was frustrated and they were talking about a product or an account billing issue, and show me somewhere in that vicinity where we exhibited the right level of advocacy for that person. Or we did some level of proactive guidance.
[0:35]
Darryl
The foundation of the [automated] quality scorecard is built on critical moments in the experience while your manual QA is focused on one QA [manager] looking for, “Hey, were you empathetic anywhere during the contact?” Or "Were you probing effectively anywhere during the contact?” Principle-based QA focuses on moments that are specifically important to Noom that help us to understand this was a moment of frustration around the product, the app, the account experience. Did we show up in the right way for that customer? Supplementing that alongside manual QA has been super important to us.
[1:11]
Darryl
Another sequential [example]: A customer mentions that they're a loyal customer, and they might be experiencing a challenge with the service delivery. [We can] look at those instances and see if the agent proactively sent that to our service recovery team to get that issue resolved. How we can really hone in on specific moments has been super powerful to us.
