Case study: Norwich Union
The brief
To create a call centre reward and recognition scheme for employees based in five call centres in Perth, Bishops Briggs, Sheffield, Liverpool and Norwich.
The challenge
To create a scheme that would provide a 'buzz' within the call centres. The scheme needed to be based around a travel and leisure theme and had to integrate into an existing sales incentive.
Weekly prizes included various watersports experiences
Monthly prizes included theatre breaks
The solution
Active created a tiered prize draw mechanic:
- Call centre employees who converted sufficient policies were entered into a weekly and monthly prize draw.
- Call centre employees who were nominated for outstanding customer service, which mirrored the core values of the company, were entered into a monthly and quarterly draw.
- In addition, the top team managers for the quarter from each call centre were entered into a separate prize draw.
The execution
Working to an exact budget, Active created the following tiered prize fund; all based around the travel and leisure theme. The number of awards available during the scheme were:
- 100 x Weekly prizes
- 5 x Monthly prizes (one per call centre)
- 10 x Quarterly prizes (two per call centre)
- 5 x Team managers' quarterly prizes (one per call centre)
Interest in, and momentum of, the scheme was maintained by a range of communication materials.
Quarterly prizes included a weeekend break to Barcelona
Team managers' prizes included a chocoholics' break to Bruges
The success
The scheme was extremely well-received and proved to be very popular across all the call centre personnel, resulting in it being extended by the client.