productivity & motivation
Case study
Using an incentive scheme to improve productivity & motivation
The Focus Staff Incentive Scheme has become a key part of the daily routine for most of Sky's 9,000 contact centre staff. Each day they access the scheme website to check their personal accounts and to discover the latest incentives that are available. Through this interaction they are regularly exposed to positive and motivational messages that are generated by the many incentive campaigns that run throughout the year.
Customer-facing staff are motivated to access Focus on a daily basis as it allows them to earn incentive points, or to check the balance of their points-account. Focus is therefore popular with staff and, because of this, the messages it sends are powerful, persuasive and persistent.
While Focus targets specific aspects of behaviour, performance or knowledge, the campaigns also help to reinforce the concept of the team and, in addition to being made aware of their own individual contribution, agents more easily understand their contribution to the team as a whole. Indeed, Focus provides special facilities to assist Team Leaders and Managers to achieve team targets and in getting the most out of incentivisation.
In summary, for over five years the Focus Incentive Scheme has made a significant contribution to the morale of staff in the contact centres and the creation of a culture and mind-set that reflects Sky's vision and values. In doing so it has been successful in raising performance and productivity in a number of key areas.
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.
