case study
Online learning system for leading broadcast group
Download the Sky Case study as a PDF file [441 Kb] and view case studies by area of business improvement.
Sky is one of the world's leading digital entertainment providers and is the U.K.'s largest digital television platform. At the frontline of the company's image, Sky contact centre staff play a vital role in the business.
About Sky's Focus incentive scheme
Sky wanted to improve agent knowledge of their complex blend of products, and turned to Sigmer Technologies to develop a system that would manage the incentivisation of over 9,000 contact centre staff, rewarding them for achievements in learning as well as productivity.
Sigmer has been working with Sky for over 5 years delivering Focus, a 'learn to earn' web-based staff incentive scheme that rewards individuals and teams for their achievements, and allows Campaign Managers to create custom incentive campaigns targeting specific aspects of behaviour, performance or knowledge.
Rewards with a difference
Focus differs from other incentive systems because it also rewards staff for learning accomplishment and product knowledge levels, not just for sales achievement. Staff are also rewarded points for workshop attendance and demonstrating a willingness to learn more about the channels.
Once an employee has earned a certain amount of points, they are redeemed via an integrated online shop. Points are exchanged for gifts, such as high street gift vouchers, iPods and Sky's own branded merchandise.
Sky Focus homepage
Example of learning page
Example of Focus earn page
Focus online reward shop
The Benefits
- Consistently higher performance rates and measurable impact on sales
- Improved quality of service resulting from increased communication flow and level of staff product knowledge
- Ability to separately manage a greater number of bespoke incentive schemes and promotional campaigns
- Greater efficiency due to substantial reduction of administrative load
- Ability to carry out research into individual motivation and attitudes towards Sky
- Advanced dynamic reporting allowing freedom to access information when needed
Managing Focus
Multiple incentive campaigns can simultaneously run. Our unique Audience Management system ensures staff are clear about which campaigns they can participate in.
Download the Sky Case study as a PDF file [441 Kb] and view case studies by area of business improvement.
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