How Turo brought its CS team into a centralized system and raised its calibration scores to 87%

Challenge

Turo was growing quickly and needed to improve their KPIs to offer a better and more consistent customer service experience. They struggled to provide consistent service as they could not correlate their quality assurance data with customer satisfaction KPIs. Turo’s quality assurance program used spreadsheets to manually score agent performance, but this process was cumbersome, especially with many agents working in a business process outsourcing (BPO) environment.

“There was no way to capture individual agent performance and have insight into the top trends,” said Michelle Sexton, Operations Manager, Shared Services at Turo. “With the overall collected data, it posed many challenges and there was no way to set the tone for Turo’s expectations and keep it consistent across all of our BPOs.”

According to Sexton, there wasn’t any data that held their 330 agents (in 2018) to a standard or framework. Turo needed a better system of scoring to improve their customer experience.

Solution

Turo launched Playvox Quality in early 2018 to move away from manual spreadsheets and to better manage agent scorecards in a centralized place. Turo used Evaluations, Reports, Workloads, and Calibrations. The Calibrations feature created consistency among analysts in the Evaluation process. “With Playvox, we can set expectations that are consistent across all of our customer support centers,” Sexton said. “It allows agents to have structured guides through the quality assurance scorecard that live in Playvox. They can now deliver customer service experiences that are not only up to Turo’s expectations but the industry standard.”

With customizable scorecards, Turo created categories to define quality like greetings and resolution. This allowed managers to go into greater detail when scoring an agent in each category. After an evaluation, Turo breaks down the critical areas of need as noted in the Scorecards. Managers now have detailed feedback to help agents improve. Before Playvox, agents were asked to review the feedback left by call center managers on a spreadsheet. Agents didn’t always respond to the critiques and weren’t held accountable.

Turo now has a powerful centralized system for quality assurance through Playvox. Agents have clear performance expectations that deliver a consistent customer experience. “Without Playvox, it would be impossible to have a quality program that works. Quality is tied to so many things,” said Sexton.

Results

When Turo began using Playvox Quality in 2018, they performed less than 100 evaluations in the first few months. They quickly found value in the software and within their first 27 months have run 31,069 evaluations. By rapidly ramping up their evaluations, Turo collected actionable insights that have improved agent interactions.

Since implementing Playvox, Turo’s QA scores have been recorded consistently and CSAT has been high. Several factors go into how Turo scores its internal and external teams for rebooking and cancellations, guest experience, host quality, and billing. However, the numbers are not the biggest result in Turo’s view. Rather, Turo sees the biggest benefit is making work easier and faster for its customer service teams that are scattered all over the globe. “With so many agents in various locations, being able to capture all of that data on one scorecard and having reports at our fingertips is priceless,” Sexton said.

Part of Turo´s success in their QA process is having a highly calibrated team of QA analysts. The Calibration feature in Playvox eliminated any potential analyst bias and generated feedback that agents could trust. In 2020, the average calibration score is 87% out of a maximum score of 92%. According to Sexton, what really helped Turo was the onboarding process and the responsiveness from the Playvox team. Turo has rated Playvox 9.5 on a 10-point scale for likelihood to recommend. Sexton went on to say the relationship between Turo and Playvox is incredibly strong and that plays a major role in Turo’s success