Case Study: Aceable grades 147% more tickets and lifts SES 14% with MaestroQA
Key results
The challenge
Aceable is an online licensing-education company founded in 2013 that supports over 1 million students a year with a team of 70+ agents across voice, email, chat, and SMS. Its prior QA relied on manually reviewing tickets in Google Forms and spreadsheets, which the team described as clunky. Managers lacked meaningful insights for 1x1 coaching, and agents had minimal visibility into their own performance.
The solution
Aceable implemented MaestroQA, choosing it for customizable QA scorecards, intuitive ticket automations, and pre-built reports. The MaestroQA success team helped build grading rubrics during onboarding, and Coaching Experience dashboards plus an appeals workflow gave agents and managers a single place to review performance.
“Everyone has one place to see everything about an agent's performance.”
MMMadeleine McCalebCustomer Experience Education Program Manager, Aceable
The results, in context
Graders reviewed 1,112 tickets in Q2 2021 versus 450 before — a 147% increase — while Student Effort Score improved 14% for one of the team's lowest-performing channels during the first full quarter on MaestroQA. One initially resistant agent saw a 17% lift in her QA score and a 19% improvement in SES.