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Case Study


Call Centre Engagement

‘Success through Sales’

Our bespoke engagement programme captivates Sky’s call centre agents

The sky’s the limit

When one of the UK’s leading telecommunications companies approached us to create a bespoke engagement programme for their call centre agents in two key areas, we knew our ‘blue Sky thinking’ would help drive some impressive results.

Sky wanted to provide their call centre agents with an opportunity to boost their earnings whilst engaging with the brand and its key propositions over an intense five-week period.

As part of the ‘Success through Sales’ campaign, agents in Livingston and Dunfermline were able to earn game credits, enabling opportunities to win prizes through an online platform which our team created and populated with daily content. Additional credits could also be earnt through sales, further incentivising the teams to participate.

A rewarding reward programme

The Success through Sales engagement programme was initially created to manage some challenges which had been fed back to Sky by their engagement team.

As an intensely employee-focused organisation, Sky worked with us to ensure we helped to address these through the programme while leaving their staff with a positive experience, both in terms of learning and engagement.

During the course of the campaign, participants were fully informed of new products and services through the platform and then rewarded for their activity online and sales offline.

A leader board, daily activity (comprising of images, videos and informative product and services information), gaming area (which was locked until the daily activity was complete – to encourage learning) and weekly quiz were all employed to increase motivation and incentivise staff to focus on important services from the brand, namely the Sky Entertainment Television package.

During the weekly quiz, the agents needed to answer every question correctly in one go to earn a game credit. This ensured they were fully absorbing and learning the content we provided them with.

Sky high results

During the course of the programme, 68% of users registered on the platform. The daily modules saw an average of 94% of active users consistently participate with 87% of these active users completing 26 or more modules (there were 28 modules in total).

The agents who did take part provided positive feedback too, stating:

“This incentive programme has allowed us to playfully learn and enjoy the real ways in which we can offer our customers excellent value for money”

“I’d like to see more incentives like this, which reward you with a little game to embed knowledge”

 “I would love to say a huge thank you for letting me take part in this incentive and also congratulate the Sky Team that have taken the time to devise one of the best ways of learning I have ever encountered.”

The programme was a huge success with Sky’s users and provided Sky’s management team with detailed actionable information so they could evolve their training, enhance their incentives and provide an even more engaging programme going forward.

If you believe an engagement programme could benefit your brand, contact our team today for an initial discussion to explore your requirements!

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