Introduction
Aceable, an online learning company, has been providing convenient and delightful licensing courses for driver’s education and real estate since 2013. With over 20 million students empowered and a team of 70+ agents providing support via voice, email, chat, and SMS text, Aceable has established itself as a leader in online education. One of the key challenges Aceable faced was reducing student effort by surfacing richer insights through Quality Assurance (QA). In this article, we will explore how Aceable maximized its impact by empowering agents, enhancing QA, and improving the student experience. We will delve into the strategies, tools, and outcomes that have contributed to Aceable’s success in these areas.
Empowering Agents with Actionable QA Insights
Aceable recognized the need to empower its agents with actionable QA insights to identify improvement opportunities and enhance their performance. By leveraging MaestroQA, Aceable was able to provide agents with a deeper understanding of their performance and offer better coaching from managers. This shift in approach led to a significant improvement in the performance of agents who initially resisted the new QA program. For example, one agent experienced a 17% lift in her QA score and a 19% improvement in Student Effort Score (SES). This demonstrates how providing agents with data-driven insights can lead to a more engaged and motivated team.
Furthermore, the implementation of MaestroQA led to a greater sense of accountability and collaboration between Aceable’s teams. Agents became more accountable for owning their performance, leading to a more consistent and seamless experience for students. This aligns with the idea that when agents feel empowered and informed, they are more likely to take ownership of their work and strive for excellence.
Enhanced QA and its Impact on the Student Experience
The implementation of MaestroQA at Aceable not only empowered agents but also had a direct impact on the student experience. By surfacing richer insights through QA, Aceable was able to identify areas where they needed to focus and quickly created training and coaching around those areas. This led to a more consistent and easier experience for students, demonstrating the direct correlation between agent empowerment, QA, and student satisfaction.
The use of MaestroQA also provided Aceable with a more comprehensive understanding of student experiences, allowing them to make data-driven decisions to further enhance the learning journey. This highlights the importance of leveraging QA not only for agent performance improvement but also for elevating the overall student experience.
Implementing a Scalable QA Program with MaestroQA
Aceable’s previous approach to QA involved manual review of tickets via Google Forms, leading to a lack of meaningful insights and a significant administrative burden. Recognizing the need for a more scalable and data-driven approach, Aceable implemented MaestroQA. This decision was driven by the need for a tool that could simplify reporting, maximize the number of people who could score, and allow agents to engage with their feedback.
The implementation of MaestroQA not only streamlined QA processes and reporting but also allowed Aceable to significantly increase the volume of graded tickets. This led to a 147% increase in graded ticket volume and a 14% improvement in Student Effort Score (SES) during the first full quarter of using MaestroQA. These results showcase the transformative impact of implementing a scalable QA program with the right tools and processes in place.
Impact on Internal Accountability and Collaboration
The enhanced QA program with MaestroQA also had a profound impact on internal accountability and collaboration at Aceable. By providing agents with actionable insights and a reliable way to engage with their feedback, MaestroQA facilitated a culture of continuous improvement and ownership. This not only empowered agents but also fostered a greater sense of collaboration between teams, as everyone had access to comprehensive data about an agent’s performance in one centralized location.
Furthermore, the Appeals Workflow in MaestroQA provided agents with a professional way to appeal their grades, further reinforcing a culture of transparency and fairness. This demonstrates how the right QA tools can not only drive performance improvement but also enhance organizational culture and collaboration.
Building a Better QA Program with MaestroQA: Tips and Best Practices
The success of Aceable in maximizing its impact through QA and agent empowerment provides valuable insights and best practices for other organizations looking to enhance their quality assurance and agent performance. Here are some tips and best practices based on Aceable’s experience with MaestroQA:
1. Involve stakeholders in the selection process: When evaluating QA tools, involve stakeholders from different teams to ensure that the selected tool meets the diverse needs of the organization.
2. Leverage customizable scorecards and pre-built reports: Choose a QA tool that offers easily customizable scorecards and intuitive reporting features to provide impactful insights to agents and managers.
3. Implement strategic automation: Look for QA tools that support strategic automation, saving time and effort in finding the right tickets to grade and allowing for more focus on calibration sessions and performance improvement.
4. Provide training and onboarding support: Work closely with the customer success team of the chosen QA tool to ensure a seamless onboarding experience for agents and managers, maximizing the adoption and effectiveness of the tool.
5. Foster a culture of transparency and collaboration: Use QA tools not only to drive performance improvement but also to foster a culture of transparency, fairness, and collaboration within the organization.
Conclusion
In conclusion, Aceable’s journey in maximizing its impact through empowering agents, enhancing QA, and improving the student experience serves as a valuable case study for organizations seeking to achieve similar goals. By leveraging MaestroQA and implementing a scalable QA program, Aceable was able to significantly increase graded ticket volume, improve Student Effort Score, and foster a culture of accountability and collaboration. The success of Aceable underscores the transformative impact of investing in agent empowerment and quality assurance, not only for internal performance improvement but also for enhancing the overall customer experience. As organizations continue to prioritize customer satisfaction and operational excellence, the lessons learned from Aceable’s experience will undoubtedly serve as a guiding light in the pursuit of excellence in customer support and service delivery.
