Case Study: ACCC Lower Attrition by 29% With MiaRec

American Consumer Credit Counseling (ACCC) is a non-profit credit counselling agency that has helped more than two million consumers improve their financial wellbeing since 1991.

Challenges

Prior to implementing MiaRec, ACCC’s quality assurance programme relied primarily on manual reviews of a limited sample of recorded client calls.

While this approach effectively supported regulatory compliance and procedural consistency, it provided only a limited view of overall client interactions.

Without visibility across all recorded conversations, the organization was unable to consistently identify behavioural trends, validate coaching opportunities, or measure performance across both the Counseling and Client Management teams. The organization identified several opportunities to strengthen its quality assurance programme:

• Expand visibility into recorded client interactions.
• Improve consistency and objectivity in coaching.
• Better identify communication behaviours associated with successful client outcomes.
• Reduce the time required to review lengthy client interactions.
• Enable faster refinement of quality assurance scorecards as coaching priorities and business needs evolved.
• Better align quality assurance with organizational performance objectives while maintaining strong compliance oversight.

Rather than replacing its existing compliance-focused QA programme, ACCC sought to build upon that strong foundation by integrating broader coaching and performance insights into its quality assurance process.

Solution

After evaluating available solutions, ACCC selected MiaRec because it provided the flexibility to configure AI-assisted quality evaluations around ACCC’s own counselling and client service models, operational priorities, strategies, and coaching objectives.

Key factors influencing the decision included:

• Configurable AI-assisted QA scorecards
• Rapid refinement of evaluation criteria
• Comprehensive reporting and trend analysis
• Scalable call review capabilities
• Strong implementation partnership
• Ongoing responsiveness to customer feedback

The flexibility to tailor evaluations to ACCC’s unique counselling approach – rather than adopting a generic quality framework – was an important differentiator.

Implementation focused on strengthening ACCC’s existing quality assurance programme while supporting managers with comprehensive performance visibility.

Working collaboratively, ACCC and MiaRec configured quality scorecards around ACCC’s established operational methodology and organizational objectives.

Rather than increasing the number of evaluation criteria, ACCC simplified its quality programme by concentrating on communication behaviours that support positive client engagement, effective counselling conversations, and consistent service delivery.

Managers gained the ability to review performance trends across larger groups of recorded interactions instead of relying solely on isolated call samples.

This perspective enabled more objective coaching discussions and helped distinguish recurring opportunities from one-time events.

AI-assisted reporting also enabled ACCC to refine quality scorecards much more quickly as coaching priorities and business objectives evolved.

Throughout the implementation, AI served as a decision-support tool that enhanced manager visibility and coaching effectiveness. Human managers continued to evaluate performance, provide coaching, and make all personnel decisions.

“We used MiaRec to identify the core principles and behaviors that strong representatives use to keep clients motivated, engaged, and active in the program.

From those insights, we refined our scorecards to reinforce those behaviors and strengthen our coaching approach,” said Christopher White, Quality Assurance Manager.

Results

During the implementation period, ACCC advanced several organizational initiatives designed to improve client experience, operational effectiveness, and coaching consistency. As part of these broader efforts, the organization experienced:

• Measurable Business Outcomes: A 13% increase in active client count and an approximately 29% reduction in client attrition.
• Organization Impact and Process Improvements: Greater visibility into counselling trends, more consistent coaching across counselling teams, faster refinement of quality assurance criteria and improved manager confidence in coaching discussions through broader performance analysis.

These results reflect ACCC’s overall operational improvement initiatives, with MiaRec supporting the organization’s quality assurance, coaching, and continuous improvement efforts.

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This post has been re-published by kind permission of MiaRec - view the original article.

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Reviewed by: Megan Jones