gwc2013 - isabel andraca - bristish telecom - motivating employees, great customer experience
TRANSCRIPT
Motivating employees,
great customer experience
Isabel Andraca Chris Brook
© British Telecommunications plc
The objective
To collect cash To get things right first time to be no1
for customer service
© British Telecommunications plc
The players
Teams throughout the UK
And in the Phillippines
© British Telecommunications plc
A big barrier to remove
© British Telecommunications plc
Hub – First motivational element of the day
© British Telecommunications plc
Hub background – linked to gamification results
© British Telecommunications plc
Landing page – End of journey (motivation)
© British Telecommunications plc
Call recap: customer summary + gamification
© British Telecommunications plc
Gamification – points system
© British Telecommunications plc
Gamification – badges
Same day bill Surprises Your details Feedback Complaints Cash collector
Go on BT.com No repeats 3+ actions eBill sign up DD sign up
© British Telecommunications plc
The benefits
To collect cash To get things right first time to be no1 for customer service
To develop brilliant people
Thank you
Isabel Andraca Chris Brook