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Agent Coaching & Development

Agent Empowerment: 5 Tactics for Customer Retention from Industry Leaders

October 19, 2023
0 minute read

Empowering Agents: The Future of Customer Retention

In today's world, where customer loyalty is constantly shifting, customer retention is more important than ever. Businesses are stepping up with fresh strategies to leave a lasting mark with every interaction. The central theme? Empowering service agents. By examining strategies from industry titans such as Rent the Runway, Staples Canada, Gousto, ClassPass, and MaestroQA, we highlight a blueprint for businesses keen on redefining their customer service with agent empowerment as the foundation. In this blog, we explore five tactics championed by industry leaders, offering actionable insights for businesses to amplify their customer service and retain customers.

Tactic 1: Harness Partial Credit Scorecard Systems for Enhanced Empowerment 

Insights from Rent the Runway

Today's businesses thrive on strategies that boost customer satisfaction. A shining example of this comes from Rent the Runway, where instead of utilizing simplistic success metrics on their frontline agents, they leverage Partial Credit Scorecards. These scorecards delve into the intricate facets of agent-customer interactions. Instead of a black-and-white 'pass' or 'fail', agents are evaluated on a spectrum, highlighting their empathy, efficiency in resolution, and tailored service.

This nuanced system empowers agents, encouraging them to break free from rigid scripts and connect more genuinely with customers. In a recent conversation between MaestroQA and Rent the Runway's Michael Haefner, Manager of Quality Development, Michael emphasized the value of recognizing the varying degrees of an agent's performance. For instance, while an agent might show empathy, there's a distinction between generic empathy and a more tailored approach. By granting partial points, agents are motivated to uniquely tailor their responses to each customer, enhancing the overall experience.

The result? As demonstrated by Rent the Runway, this strategy not only offers agents better feedback but also strengthens customer retention and loyalty.

MaestroQA Scorecard Builder
MaestroQA Scorecard Builder
Takeaway: Move beyond binary feedback systems. Understand and appreciate the nuances in agent-customer interactions to foster deeper connections and improve loyalty.

Tactic 2: Empower Through Agent Appeals

Learning from Staples Canada's Approach

Staples Canada is a prime example of fostering a harmonious relationship between agents and quality teams. Their Agent Appeals process champions the idea that agents should have a voice, especially when they perceive evaluations differently.

MaestroQA sat down with Nicole Beepath-Singh, Training and QA Lead at Staples Canada to illustrate their process: Instead of viewing appeals as points of contention, Staples Canada interprets them as the agent's voice—a testament to the intricate and varied nature of customer service scenarios. Agents are encouraged to appeal evaluations they disagree with, shedding light on their reasoning and viewpoint. This isn’t merely a means of voicing disagreements; it acknowledges that agents sometimes need to think creatively to best serve customers.

But the benefits of this appeals process aren’t unilateral. It's also an internal feedback system for Staples Canada. Repeated agent concerns can hint at areas requiring training enhancements or policy tweaks. Nicole calls this feedback the "voice of the agent," a vital supplement to the voice of the customer. This circular feedback system ensures that the customer's input reaches the agent, which then informs the quality team through appeals.

Staples Canada's Agent Appeals process goes beyond addressing grievances—it’s an empowerment mechanism. By allowing agents to share their insights, especially when they diverge from standard evaluations, it boosts their morale and becomes a feedback conduit for organizational improvements.

Takeaway: Adopt an appeals process to show agents they're valued. Recognize their insights and use them as growth opportunities for the business.

Tactic 3: Empower Through Continuous Learning and Self-Service

Drawing from Gousto's Methodology

In an era where customers crave instant solutions, customer service must proactively evolve to meet those expectations. Gousto's strategy is a prime example of proactive agent empowerment that gets ahead of potential issues.

Michael Whittaker, Customer Care Training & Quality Manager at Gousto, spoke with MaestroQA’s CX community and emphasized Gousto’s commitment to consistent training and an up-to-date learning management system. Instead of only acting on customer feedback, Gousto promotes internal feedback, empowering agents to recognize their strengths and areas for growth.

More than just traditional training, Gousto encourages agents to spotlight instances where they excelled or faced challenges. These scenarios become focal points during coaching sessions, analyzed collaboratively to derive insights and applaud accomplishments.

Gousto's standout feature is the self-serve nature of its coaching and training modules. Agents are given access to their performance metrics, fostering a culture of self-evaluation and ownership. This autonomy not only uplifts agents but instills a heightened sense of responsibility, enhancing their interactions with customers. With an impressive 90% engagement rate on their grades, it's evident that agents are actively invested in this feedback process.

An informed agent is the bridge between a displeased customer and a brand advocate. Gousto recognizes that agents, when armed with the right knowledge and tools, can offer prompt solutions, elevating the overall customer experience. Their consistent training and integrated coaching platform and knowledge management system guarantee that agents are well-prepared for any customer encounter.

Gousto's emphasis on agent empowerment, characterized by perpetual learning and self-guided knowledge management, is more than just about refining agents—it’s about curating exceptional customer encounters. Ultimately, a well-equipped agent paves the way for a gratified customer—the endgame for any successful business aiming at robust customer retention.

MaestroQA’s Coaching Sessions
Takeaway: Invest in ongoing training and equip agents with self-assessment tools. An informed agent is more confident, resulting in heightened customer satisfaction.

Tactic 4: Quality Benchmarks as Stepping Stones for Career Advancement

A Glimpse into ClassPass's Strategy

A recent conversation with Amy Fleming, Manager, Education and Quality Enablement at Classpass, shed light on the intricate balance between maintaining quality benchmarks and fostering agent motivation. 

ClassPass is a leading fitness and wellness membership platform, and their quality team seamlessly marries customer experience with agent growth. Amy highlighted that their strategy goes beyond just evaluating "customer-friendly language". It’s about leveraging quality benchmarks to both ensure top-tier customer experiences and chart a course for agents' professional development.

ClassPass champions the idea that enhancing an agent's experience directly uplifts the customer's journey. With transparent quality benchmarks, agents gain clarity on their areas for improvement and how their progress resonates with the company's broader goals. This perspective can be a game-changer, especially during challenging interactions, helping agents understand that both they and the customers share a common goal: an unparalleled experience.

ClassPass doesn’t stop at daily interactions. They intricately weave quality benchmarks with potential career advancements, providing agents with dual motivation: delivering stellar customer service and eyeing growth within the organization. Agents, thus, are not merely in avoidance of errors but are fervently exploring avenues to shine, innovate, and contribute to the company and their own growth.

The ripple effect of this approach is palpable to customers. Agents, powered by positive reinforcement and growth prospects, exude a distinct dedication in their interactions. This translates to more authentic, empathetic, and efficient service that drives customer retention.

In Amy's words, the essence is to “break away from silos,” recognizing that quality benchmarks resonate beyond just customer experience, creating a unified, goal-driven organization.

MaestroQA Reporting
Takeaway: Align agents' professional growth with company quality benchmarks. This dual incentive approach can transform customer experiences.

Tactic 5: Embracing Data as a Guiding Light, Not a Restriction

Insights from MaestroQA

As technological advancements in CX give teams more and more access to data on agent performance, striking a balance between agent empowerment and the urge to micromanage is a challenge. Micromanagement, though rooted in the pursuit of quality, can inadvertently suppress innovation and lead to impersonal interactions. During a recent CX community discussion, led by MaestroQA’s CEO and Co-Founder Vasu Prathipati, he attempted to shed light on this delicate balance. 

While manual Quality Assurance (QA) programs can provide detailed insights into specific conversations, they often miss the bigger picture. Traditional QA systems usually review only 1-2% of interactions, leading managers to micromanage teams based on this limited perspective of their performance. With newer advanced AutoQA tools, it's feasible to examine up to 100% of customer conversations. And thus requires a paradigm shift, viewing QA as guiding guardrails rather than constraining barriers. This approach empowers agents, letting them navigate within defined boundaries while retaining the flexibility to innovate. Greater visibility into metrics like response times and personalization fosters trust. This clarity enables managers to grant agents more autonomy, leading to richer, more empathetic interactions with customers.

During the recent community discussion, Vasu likened QA to a canvas, setting the boundary but allowing the agent the artistic freedom within. By leveraging data as a guiding light rather than a restrictive leash, it cultivates creativity, paving the way for genuine, customer-focused conversations.

There is a transformative potential of data when used judiciously. In the evolving CX landscape, empowerment rooted in data-driven insights fosters innovation, trust, and customer-first interactions that drive customer retention.

MaestroQA’s Performance Dashboard Powered by AI Classifiers
Takeaway: Utilize data to inform and guide agents rather than restrict them. Trust in their abilities leads to enriched customer experiences.

Conclusion

In conclusion, the landscape of customer service is undergoing a transformative shift, pivoting towards an emphasis on agent empowerment and with customer retention at its core. As illustrated by industry leaders like Rent the Runway, Staples Canada, Gousto, ClassPass, and MaestroQA, the key to unparalleled customer loyalty and retention lies in the hands of service agents. The tactics outlined in this blog underscore a shared narrative—when agents are equipped, trusted, and motivated, they become the linchpin of authentic, effective, and resonant customer interactions. Businesses keen on fostering long-lasting customer relationships should view their agents not just as front-line workers, but as invaluable ambassadors of their brand. By integrating these practices, organizations can create a robust foundation for exemplary customer service, ensuring they stand out in today's ever-evolving marketplace.

Want to learn more?

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