Noom's Quality Assurance team is committed to understanding how the organization's processes impact the agent and customer experience. In this video, Darryl Nixon discusses how analyzing 100% of Noom's interactions with Creovai is helping his team "attack the processes and engage the people" so they can increase customer loyalty.
[0:00]
Darryl
One thing that I've carried with me from one of my mentors in quality--and I even use it here at Noom—is "attack the process, engage the people."
[0:11]
Darryl
So if I'm an agent and I've taken 400 phone calls this week, and the quality assurance team comes to me and says, "Hey, we've evaluated four of these, and one of them might have gotten an auto-fail while the rest did well," think about what the scoring outcome looks like for that type of experience.
[0:31]
Darryl
We've been focused on this idea of attacking the process and engaging the people. Attacking the process means we're asking the agents to show up in the right way for the customers and deliver the right experience, but the agents are only as good as the tools we're asking them to use and the process we're asking them to follow.
[0:45]
Darryl
To be able to look at 100% of transcripts and understand how our processes impact the agent experience and the solutions we're trying to put in place for our customers creates that perfect convergence of measuring full quality. That's one of the challenges we're focused on solving from the perspective of transformational and principle-based quality.
[1:07]
Darryl
Specific to Noom, our focus is on customer retention and driving loyalty. When customers decide they want to engage in lifestyle change through weight loss or mental wellness, and they see our ads and marketing, and they decide to download the app—that’s a great thing for them. They're about to get on a path to do something really awesome. If they have a support interaction where they need help, we don't want to do anything in that engagement that creates the opportunity for a churn event—for that person to say, "Hey, I didn't have the best experience, and I'm going to cancel the service."
[1:39]
Darryl
Using transcript reviews and looking at customer sentiment, we can see if we can maintain that same level of excitement that caused them to download the app, use the service, engage with our support function, and still maintain that same level of excitement.
