Case Study: ManyPets Increases FCR to 95% With Evaluagent

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.

Solution

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:

95% first call resolution – the highest in company history
Improved NPS and Trustpilot scores
Better agent engagement and understanding of QA’s impact

“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.”

“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,” said Lisa Beeching, Head of Business Support, ManyPets

This blog post has been re-published by kind permission of evaluagent – View the Original Article

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