Pinnacle Entertainment is a dynamic and growing casino entertainment company with nearly 17,000 team members that operate 16 gaming entertainment properties, located in nine states.
Sitel Group met with Pinnacle to address growing concerns over long hold times and call abandonment. A plan was executed to introduce Virtual Call Back to target improvements in these areas while reducing costs for Pinnacle.
Virtual Call Back leverages technology to provide the customer with the opportunity to “reserve” their position in queue during periods of high call volume and receive an automated call back from an agent within a defined timeframe, providing a much more customer-friendly experience and reduced cost of service.
Improve customer service while reducing costs
Reduce customer AHT
Decrease abandonment rates
Sitel Group implemented a comprehensive Virtual Call Back program
Reduced AHT 13%
Saved queue time – 3,000 minutes per month
Reduced abandonment by 30%
Reduced support costs by approximately 5%