Case Study: Pinnacle Contact Centre Recruits 112 Candidates a Day with Respond.io

Pinnacle Contact Center Recruits 112 Candidates Daily, Thanks To Chat Routing and Assignment Automation

Pinnacle Contact Centre, the support center for recruitment agency Beansh in Kuala Lumpur, needed a better way to manage high-volume candidate conversations and remote agents. With six WhatsApp Business App accounts limiting user access, the team wanted to consolidate conversations for visibility, expand WhatsApp access for more agents, and monitor performance in real time.

Using Respond.io, Pinnacle moved its WhatsApp numbers to WhatsApp API, organized clients into Workspaces, and used Workflows to route and assign candidates automatically. Respond.io also gave managers live supervision, tagging, and performance tracking, helping Pinnacle cut first response times by 60%, improve resolutions by 20%, and reach 112 successful hires per day with just 14 agents.

Pinnacle Contact Centre

Ramesh Singh

Chief Executive Officer