reducing staff attrition
Case study
Using an incentive scheme to attract and retain staff
Focus Staff Incentive Scheme provides British Sky Broadcasting with a unique and attractive tool to support the recruitment and retention of contact centre staff. The Scheme helps to encourage staff to join Sky, helps to keep them interested and informed during their tenure, and makes it harder for them to consider leaving.
The Scheme, which has been running for over five years, is a way of differentiating Sky's customer-facing roles from those of competitors, bringing the entertainment side of the company to life and maintaining motivation and staff retention levels across customer-facing departments.
Staff become involved in the Focus Scheme during recruitment where the incentives on offer are portrayed as benefits in addition to the standard remuneration package. The operation of the scheme is introduced during the subsequent induction process and Focus becomes very much a standard part of the daily working routine for most customer-facing staff. The constantly refreshed scheme holds the interest of agents as they look to see the incentives they have earned and, more importantly, the incentives they could be earning in coming weeks.
While Focus works hard at keeping staff interested at the incentivisation level, staff also absorb many other messages - such as the vision and values of Sky and that they are working for a successful and dynamic company. Agents come to depend on their rewards from the Focus Scheme - to supplement their income or to help at special times such as Christmas - and, in this way, Focus makes it just that little bit harder to consider leaving.
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 allows Campaign Managers to create custom incentive campaigns targeting specific aspects of behaviour, performance or knowledge.
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.
