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Wireless Provider Case Study
Challenge
Our client needed a solution to improve retention and penetration of existing
customers using their Customer Service Call Centers and Representatives—a lower-cost
sales and marketing channel.
Program Objectives
Use their Customer Service call centers and Representatives to more effectively:
- Provide an enhanced customer experience with each interaction
- Increase customer retention
- Boost value-added services sales
- Reduce churn
Solution
An employee incentive program was developed and implemented in 17 call centers, encompassing
over 16,000 employees. The incentive program used a gift certificate program provided employees
with choice, a critically important feature of the program. Kennedy Recognition created a web and
email-based enterprise-wide program with all tools needed to manage the program, simplifying the
process for the company and its representatives.
Results
- 60% increase in value-added service sales
- Year-over-year program investment reduced 10%
- Customer defection was reduced by 20%
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