by Ishan Dubey

Overview

About Ditto

At Ditto, our mission is to provide honest consultation on insurance, understanding the unique problems and needs of our clients. To ensure the highest quality of service, we have established processes for quality screening, QA efficiency, and re-training of our advisors. While these processes have been effective to some extent, there are certain areas that require improvement and streamlining.

Current Process

Here's an overview of the current process:

Training Team

Training Program: New advisors undergo a two-week training program, organised in batches of 15-20 individuals. This program includes interactive sessions, quizzes, vivas, and small assessments to equip them with the necessary knowledge and skills.
Comprehensive Assessment: At the end of the training program, advisors are evaluated through a "comprehensive assessment" to test their understanding and application of the training material. Those who fail this assessment are given an additional one-week re-training period.
Re-training and Re-test: Advisors who fail the initial assessment undergo a one-week re-training program. Following the re-training, they have the opportunity to take a re-test to demonstrate their improved knowledge and skills.
Mentorship and Skill Development: Advisors who successfully pass the comprehensive assessment are assigned a senior consultant as their mentor. Over a period of two months, advisors work closely with their mentors to enhance their efficiency, gradually increasing their workload and responsibilities.

QA Team

Evaluation Criteria: The QA team has a stringent set of quality metrics and criteria which all advisors must adhere to while consulting a client. There are multiple qualitative and quantitative metric determined by the QA team to ensure client satisfaction and quality delivery of consultation.
QA Process: The QA team members manually listens to the call recording of all consultations and on requirement basis check the TAT, Quality of the Chat advisors. The calls and chats are then rated on pre-determined metrics to evaluate the quality.
Feedback Loop: Feedback from the QA team is submitted via Google Forms / Sheets and a copy of the same is shared and discussed with the Senior Advisors (Mentor to advisors) in the morning stand ups.

Problem Statement

The current processes for quality screening, QA efficiency, and re-training of advisors at Ditto are facing several challenges. These challenges hinder effective evaluation, hinder QA team scalability, and impede the improvement of advisor performance.

Training Team:

Lack of integrated tools for managing training activities, assessment evaluations, and feedback.