employee performance
Case study
Using an incentive scheme to increase employee performance
Sky customer service teams are in the front line of customer engagement and it is vital that their performance consistently achieves the required targets. For over five years Sky has used the Focus Staff Incentive Scheme to help maintain and improve the performance of over 9,000 contact-centre staff in multiple contact-centres.
Agents are involved with the Focus Scheme from the outset and it plays an important part in their working day. Incentive campaigns are continually changing and Focus remains fresh and relevant. Campaigns are created to target specific aspects of performance and this allows major campaigns to be overlaid with impromptu, or fun, activities that keep agents focussed and interested. Campaigns often pre-test agent knowledge prior to participation in a learning activity, and tests at completion measure just how much information has been acquired. Information is always conveyed in small amounts, but with the option to find out more when time permits. As a result, call handling times are not impacted and many agents choose to access the scheme during their breaks, not just during their shift.
Team performance is equally as important as individual performance, and incentive campaigns target both individuals and teams in order to raise overall performance. Certain campaigns incentivise team managers as well as agents, and managers receive incentive points based on the performance of their team. Team Managers are also given special 'VIP' areas of the system where support materials help them to maximise campaign benefits.
The Focus Scheme also supports the effects of peer pressure on the performance of individual agents. Agents quickly see who is earning the most incentive points, and this has the effect of inspiring individuals to achieve more.
In summary, for over five years the Focus Staff Incentive Scheme has helped Sky support customer-facing operations across multiple contact centres, and raise and maintain the performance of over 9,000 staff.
About Focus
Focus is a web-based staff incentive system, created and managed by Sigmer Technologies, that allows Sky to manage the incentivisation of over 9,000 contact centre staff, rewarding them for achievements in learning and productivity. The system, which allows Campaign Managers to create custom incentive campaigns targeting all or specific segments of staff, includes fun and learning activities together with an integral e-shop and fulfilment.
+44 (0) 1273 669 707
Sky is one of the world's leading digital entertainment providers, and is the U.K.'s largest digital television platform. Contact centre staff play a vital role in the business as they are at the frontline of the company's image.
