Turning QA data into a source of Quality Intelligence for ManyPets

  • Industry

    Insurance

  • Number of Agents

    120+

  • RESULT

    95% first-call resolution

  • Result

    25% increase in Quality Scores

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ManyPets, a leading pet insurance provider, is known for its commitment to creating “wow” moments for customers. When Head of Business Support Lisa Beeching joined, she saw an opportunity to unlock more value with evaluagent – transforming QA from a compliance activity into a driver of continuous improvement.

“evaluagent is a really powerful tool – but if you’re not doing anything with the data, nothing happens,” says Lisa. “When I joined ManyPets, we were scratching the surface. I wanted us to use evaluagent to its full potential.”

Challenges

Before Lisa’s arrival, QA at ManyPets focused mainly on auditing rather than insight. Scorecards existed, but they weren’t driving measurable outcomes or informing coaching.

“It was literally auditing, but not really getting any of the value out of the additional bits that came with it,” Lisa explains.

The QA team needed to redefine what “good” looked like – not just from a regulatory perspective, but in terms of customer experience and operational excellence.

Implementation and benefits

Lisa and her team started by working with evaluagent to rebuild their scorecards from scratch.

“We took it back to basics,” says Lisa. “We asked: are we scoring the right things, in the right way? What actually counts as a fail, and what just needs improvement?”

Working collaboratively across departments, ManyPets aligned on clear quality standards and leveraged evaluagent’s flexibility to track performance at a granular level.

“evaluagent lets you go deep without hours of data mining – the information is there, surfaced for you. It allows us to have meaningful conversations at the right point.”

The changes not only improved QA visibility, but also connected insights directly to coaching, compliance, and customer experience.

Results

The results were transformative. Within nine months, QA performance jumped from the low 70s to the low 90s. ManyPets also saw measurable gains in key service metrics:

“We moved the bar massively by doing nothing more than using the data in front of us,” Lisa notes. “We can pinpoint pain points, fix them, and see the difference immediately.”

The future

For Lisa, success comes down to culture and partnership. QA isn’t  about ticking boxes – it’s about driving a shared commitment to customer outcomes.

“It’s all part of the culture. It’s driven from the top. You have to have buy-in that what we deliver to customers really matters,” she says.

ManyPets sees evaluagent as a long-term partner in achieving its goal of becoming the number-one pet insurer.

“Everyone at evaluagent understands what running a contact centre feels like – they’ve lived it. When we say, ‘Here’s our goal,’ their first question is, ‘Okay, how do we help you get there?’”

Lisa sums it up simply:

“evaluagent is one of the best in the market. It would be a challenge to find something at the same standard.”

evaluagent lets you go deep without hours of data mining – the information is there, surfaced for you. It allows us to have meaningful conversations at the right point.

Book a full product demo to start a conversation about how you can:

  • Evaluate every conversation in a matter of seconds
  • Increase customer loyalty and retention 
  • Deliver bespoke agent training
  • Save time and money while maximising revenue in your call centre
  • Find out about how you could use AI to auto-score every conversation
  • Start a fully supported free trial of evaluagent to see the power of the product for yourself
  • Invite as many team members as you want to your live demo, and have your questions answered

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