A story of transformation for Pinnacle

How evaluagent’s 360-degree platform provided end-to-end visibility and helped Pinnacle.com achieve a 95% Quality Score by engaging their front-line teams.

  • industry icon Industry

    Online Gambling and Betting

  • agents icon Number of agents

    50 Agents speaking 11 languages

  • volume icon volume

    25,000 tickets per month

  • Result icon Result

    95% Quality Score

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Introduction

A leader in online betting and gambling with 25 years’ experience, 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 center leaders.

Challenges

Handling 25,000 inbound interactions a month across live chat and email, Pinnacle’s contact center must operate efficiently without sacrificing customer service quality or falling foul of industry regulation. 

Having grown quickly over recent years, assessing agents’ performance and harnessing insights was becoming difficult. Multiple spreadsheets meant evaluations and reporting were taking too long 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. 

Implementation and benefits

Having researched online, Sonia Ferreira, Continuous Improvement Manager at Pinnacle, discovered evaluagent, and things began to change. Sonia and the team worked with evaluagent’s experts to set up a trial of the platform and integrate with Salesforce, 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. 

Pinnacle was excited to get a single, reliable source of truth for all quality assurance, feedback and coaching activities. This would not only minimize the time spent compiling data, but also engage their frontline agents and demonstrate the true value of quality assurance. 

Results

Since deploying evaluagent, quality assurance and agent improvement continues to go from strength to strength at Pinnacle.  

Transparency of data 
 
Pinnacle has used evaluagent’s reporting capability to turn data into actionable insight. By consistently identifying agents who need support, gaps in training material, and broken processes, efficiency gains have been made and the value of QA is understood throughout the business. 

Heightened agent development and engagement 

Adopting evaluagent’s LMS platform, Pinnacle is targeting individual knowledge gaps at scale, using auto-enroll and connected workflows that help improve knowledge retention with engaging learning content. The team has also benefited from evaluagent’s sentiment analysis of feedback, ensuring agents receive a balance of positive reinforcement alongside feedback on how they can improve on their next ticket. 

A Quality Score of 95% 

Harnessing data and agent engagement together, Pinnacle has also introduced a data-driven recognition and reward program for agents who deliver moments of “wow” using evaluagent’s leaderboards. The result? Pinnacle has consistently achieved a 95% Quality Score – and that’s through a period of growth and significant operational disruption caused by Covid-19!  We can’t wait to see where they go next.

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.

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  • Find out about how you could use AI to auto-score every conversation
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