internal communications
Case study
Using an incentive scheme to support internal communications
Each day at Sky, over 9,000 contact centre staff access the Focus Staff Incentive Scheme to learn about the latest news, earn more points and discover the latest incentives that are available. As the popularity of the Focus scheme has grown, the system has become the primary communications channel with contact centre staff.
Contact centre staff are motivated to access Focus on a daily basis as they can earn incentive points. It is therefore highly popular with staff and, as a result, has become the communications channel of choice when communicating with agents and team leaders. Any business area within Sky can use the Focus Scheme when there is a need to communicate knowledge to customer-facing staff.
Focus has an integral bulletin board and user forum facility which allows agents, teams and team leaders to communicate online in business areas where, for security reasons, this would not normally be possible. The secure and locked down Focus communications system avoids the problems of data leakage that can afflict other communications channels.
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.
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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.
