Situation Overview
Call center agent turnover in both client-owned and third-party call centers was too high, and the sale of television
entertainment packages and services was static. Increased employee retention was needed in order to keep
training costs down and improve sales volume.
Solutions
An online incentive system was
developed to reward employees for
activations of programming packages.
Since the system was capable of running
multiple incentives, this allowed agents to
earn points for selling various packages,
premium channels and other services.
EIM also developed learning tools to
teach employees about the packages
and help them sharpen their sales skills.
Each registered agent had an online
account for earnings deposits.
Results
•
Quarterly sales to new customers exceeded objectives.
•
Add-on sales to existing customers exceeded objectives by 6%.
•
96% of eligible call center agents registered and participated.
