A story of transformation for Pinnacle

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

The Challenge

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 Center leaders.

Handling 25,000 inbound interactions a month across Live Chat and Email, Pinnacles’ 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 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.

Key challenges:

• Processes: Multiple Excel spreadsheets for QA
• Engagement: Limited engagement with front-line agents.
• Visibility: A lack of visibility into the quality or quantity of feedback and coaching sessions.

The Solution

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 team to set up a trial of the platform and integrate 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.

• One Platform: A single, reliable source of truth for all Quality Assurance (QA), Feedback and Coaching activities.
• Front-Line engagement: An engaged front-line who receives regular feedback, coaching and recognition.
• An Improved perception: An improved atmosphere and perception of the value of Quality Assurance.

The Results

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.

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