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STITCH FIX EMPOWERS AGENTS BY BUILDING A BETTER CALIBRATION WORKFLOW WITH
MAESTROQA


Stitch Fix’s Challenge:

Standardizing the calibration process to provide better insights to team leads
and agents

This is some text inside of a div block.
Negative Implication:

Agents felt frustrated due to inconsistent ticket grading and unreliable
feedback

This is some text inside of a div block.
The Solution:

A scalable calibration and communication workflow that considers each team
member’s perspective

This is some text inside of a div block.
Impact at Stitch Fix:

Higher impact calibrations, transparent insights shared via a weekly newsletter,
and improved buy-in from agents on QA best practices

This is some text inside of a div block.
______
Set Up a QA Team
Challenge: Surfacing objective, macro-level insights to impact agent
performanceSolution: Implementing a scalable calibration process that considers
each team member’s perspectiveResult: Elevating agent performance with a
standardized calibration process and transparent communicationBuild a Better
Calibration Workflow with MaestroQA 
4.Set Up a QA Team
Challenge: Surfacing objective, macro-level insights to impact agent
performanceSolution: Implementing a scalable calibration process that considers
each team member’s perspectiveResult: Elevating agent performance with a
standardized calibration process and transparent communicationBuild a Better
Calibration Workflow with MaestroQA 



Stitch Fix is an online personal style service that is changing how people shop
for clothing. Stitch Fix’s expert stylists curate items that align with each
customer’s style preferences and budget—with zero subscription fees. Free
shipping, free returns, and free exchanges simplify the shopping experience for
Stitch Fix’s 3.1 million active users.


Each week, Stitch Fix’s CX team handles more than 65,000 tickets across email,
phone, chat, and social channels.

‍


CHALLENGE: SURFACING OBJECTIVE, MACRO-LEVEL INSIGHTS TO IMPACT AGENT PERFORMANCE

Helping clients develop and realize their personal style goals is a rewarding,
yet nuanced process for Stitch Fix’s team of 200+ support agents.


“We’re able to help people feel really good about what they wear,” said Emily
McKee, CX Global QA Program Supervisor at Stitch Fix. “This introduces a lot of
complexity, however, which can make for some gray situations that are tricky for
agents.”


Stitch Fix believes in empowering agents to make their own judgment calls and
take actions that provide each customer with a tailored solution.


“At Stitch Fix, we want to style customers throughout their entire lives,” said
Jenni Bacich, CX Global Programs Manager at Stitch Fix. “So, the only way we’re
going to keep them in a relationship is by treating them as unique individuals
with unique problems when our service isn’t working the way that it should.”


Unfortunately, not every customer request is reasonable or in alignment with
Stitch Fix’s company values. Agents found themselves balancing customer
inquiries with the potential of being graded harshly by seemingly subjective QA
rubrics. To make matters worse, calibration sessions lacked consistency and
failed to surface the types of insights that were necessary to elevate agent
performance. 


“Team leads and agents were calibrating in a silo,” Bacich said. “This caused
agents to feel like their performance was not fairly evaluated because
interpretation varied from one team lead to another.”

‍


SOLUTION: IMPLEMENTING A SCALABLE CALIBRATION PROCESS THAT CONSIDERS EACH TEAM
MEMBER’S PERSPECTIVE

Seeking a standardized, department-wide calibration workflow that could surface
meaningful insights to both agents and team leads, Stitch Fix implemented a
“ticket of the week” program.


“The goal is to serve up a newsletter that shares best practices and gives
everyone—from top to bottom of the department—a chance to weigh in and form
their own perspectives,” Bacich said.


Coordinating the ticket of the week program is no small task and involves
thorough planning by Stitch Fix’s quality team.


“Our quality team kicks things off by strategically selecting a relevant ticket
that aligns with recent process updates or trends that we’re seeing in quality
audits,” McKee said. “The ticket is then shared with and graded by each member
of the CX department.”


Meanwhile, Stitch Fix’s quality council—a cross-functional team that includes
representatives from quality, operations, loss prevention, and other
departments—calibrates on the ticket and develops an answer key. Using MaestroQA
to grade the ticket accelerates calibration sessions and keeps meetings to 30
minutes or less.


The quality team then analyzes and tabulates all feedback provided by the CX
department and compares it to the quality council’s answer key. Data is
aggregated into charts and graphs, a summary recap is written, and the
newsletter is distributed to the entire department. The team shares an example
of the finished product in this webinar recording:

‍



‍
‍

‍



RESULT: ELEVATING AGENT PERFORMANCE WITH A STANDARDIZED CALIBRATION PROCESS AND
TRANSPARENT COMMUNICATION

Stitch Fix’s ticket of the week provides additional context to help agents
confidently solve each customer’s needs in a way that aligns with brand values
and processes. 


“Regularly looking at tickets as a department makes it easier for agents to
build the muscle for dealing with difficult situations,” Bacich said. “We’ve
normalized the expectation that we’re driving toward commitment, not
consensus.” 


Moments that lack consensus are, in fact, some of the greatest opportunities for
elevating agent performance. Case in point, one ticket of the week spotlighted a
customer who had requested a replacement scarf after it was accidentally
destroyed. Stitch Fix’s quality team determined that the ticket was not handled
correctly based on three criteria (critical thinking, art of conversation, and
subject matter expertise). Yet, more than 90% of the CX team felt that the
situation was properly managed.


“That ticket was pivotal for our department,” McKee said. “Agents learned to
avoid applying blanket solutions without critically thinking about the impact on
client LTV.”


Agents aren’t the only stakeholders who benefit from Stitch Fix’s calibration
and communication workflow. Team leads, too, leverage insights from the ticket
of the week to refine their coaching.


“In the past, team leads coached agents to mirror their language to the
customer, which everyone did too literally,” Bacich said. “This ticket was
particularly helpful for correcting these types of practices.”

‍


BUILD A BETTER CALIBRATION WORKFLOW WITH MAESTROQA 

Looking for a more scalable calibration workflow that surfaces meaningful
insights to your agents and team leads?


MaestroQA streamlines every aspect of your quality process—from ticket grading
to team calibrations—so you can focus on empowering agents and elevating
customer satisfaction.


Request a demo of MaestroQA.





CUSTOMER SUCCESS STORIES


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Quarter on MaestroQA
Jan 27, 2022
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Rate During COVID-19
Oct 28, 2020
Read More
Etsy Improves Customer Satisfaction and Lifts Agent Performance by 14% with
MaestroQA
Jan 20, 2021
Read More
Request a demo
See the product in action + learn how we improve service quality

*



*




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*

Number of Agents*<1515-5051-100101-250251-500501-10001000+Not Applicable



*



*

Current QA Solution*No QA SolutionSpreadsheetsQA Software



*

CRM*ZendeskSalesforceKustomerTalkdeskIntercomFreshdeskHelpshiftGladlyOther


*




*



*

How did you hear about us?Social MediaGoogle/Search EngineDirect MailThird-Party
Review Site (like G2)Online AdReading an ArticleColleague/FriendOne of our
Partners (like Zendesk)




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accordance with our Privacy Policy.  








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