Case Study: Panago Pizza achieves faster handling, doubled QA productivity and improved quality with NICE Systems' Uptivity suite

Panago Pizza - Customer Case Study

Panago Pizza is a Canadian quick-service pizza chain with about 194 stores and a multi-channel customer support operation that handles roughly 50,000 orders per week through two 88-seat call centers plus 40 remote agents. With a largely part-time, student workforce and manual QA/reporting processes, the company faced low employee engagement, inconsistent coaching, slow feedback cycles, and pressure on metrics like average handle time (AHT) and “not ready” rates.

Panago implemented the NICE Uptivity suite (call and screen recording, quality management, coaching, and performance dashboards) to automate call selection, provide real-time agent metrics, and streamline QA workflows. The result: QA productivity doubled, AHT improved by five seconds (≈ $50K/year), “not ready” target reduced by 2%, overall quality and upsell scores rose ~2%, and coaching became more frequent and focused, improving reporting accuracy and agent engagement.

Panago Pizza

Graham Thomson

Director of Call Centre Operations