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A leader in Online Betting and Gambling, Pinnacle is a fast-growing business focused on delivering exceptional customer service and keeping its customers safe and informed.
For Pinnacle, every customer conversation counts, and QA is now seen as mission-critical by its Contact Centre leaders.
Handling 25,000 inbound interactions a month across Live Chat and Email, Pinnacles' Contact Centre must operate eﬃciently without sacriﬁcing customer service quality or falling foul of industry regulation. Having grown quickly over recent years, assessing agents' performance and utilising the insight generated was becoming diﬃcult. Multiple spreadsheets meant evaluations and reporting were taking a long time to complete. Meanwhile, disconnected workﬂows and a lack of visibility meant it was diﬃcult for senior leaders to see how operations were using the feedback generated by QA to improve the performance of front-line agents.
Having researched online, Sonia Ferreira, Quality Assurance Manager at Pinnacle, discovered EvaluAgent, and things began to change. Sonia and the team worked with EvaluAgent's team to set up a trial of the platform and integrate their Helpdesk software (Freshdesk) which delivered immediate eﬃciency gains and signiﬁcantly reduced the time required to evaluate a ticket.
Having experienced the power of EvaluAgent's connected QA and Performance Improvement workﬂows through the trial period, Pinnacle decided to invest in EvaluAgent’s entire product suite.
I can't recommend this platform enough. Before EvaluAgent, we had a vision for how Quality Assurance should work but didn't have the tools to accomplish it. Now our team is focused on supporting our front-line teams to improve rather than debating the accuracy of data or spending days compiling multiple spreadsheets.
Customer Service Quality Assurance Manager
Since deploying EvaluAgent, Quality Assurance and Performance Improvement continues to go from strength to strength inside Pinnacle. Further eﬃciency gains have been made while connected workﬂows continue to give everyone complete visibility into the quantity, quality and eﬀectiveness of feedback and Coaching sessions.
To support the development of front-line Agents, Pinnacle has been able to use EvaluAgent's reporting capability to turn data into actionable insight. By constantly identifying agents who need support, gaps in training material, and broken processes, improvements are easily made. Furthermore, the Pinnacle team has also beneﬁted from EvaluAgent's sentiment analysis of feedback to ensure agents receive a balance of positive reinforcement for a job well done alongside feedback on how they can improve on their next ticket.
Going beyond this, Pinnacle has also introduced a data-driven recognition and reward programme for agents who deliver moments of "wow" using EvaluAgent's leaderboards.
As a result, Pinnacle has consistently achieved a minimum 85% Quality Score through a period of growth and signiﬁcant operational disruption caused by Covid-19.
These superb results have also improved other KPIs such as First Response Time, Average Resolution Time, and First Contact Resolution.