Similarly, by introducing gamification tools, WEM facilitates regular monthly competitions with leaderboards and prizes. Awards recognize achievements such as taking the most calls, collecting the most votes for supporting colleagues or simply being an unsung hero.
“Our employees are more engaged, especially home workers who can sometimes feel isolated,” added Riley. “That’s when attrition rates start rising. WEM and gamification really helps address that problem.”
Likewise, Fibrus teams make more decisions based on real-time data and reporting. That includes over 100 wrap-up codes to categorize calls that help drive improvement projects right across the business. Improved data and performance visibility has also enabled the launch of a commission program, enabling employees to maximize earnings.
These newfound capabilities are already translating into solid business benefits. Fibrus has seen a 29% reduction in contact rates, releasing agent capacity and contributing towards a £630,000 ($745,000) headcount cost savings. Importantly, customer satisfaction hasn’t declined — quite the opposite. Net Promoter Score (NPS) has climbed 27% with Trustpilot ratings up 7%.
Empathy and ensuring vulnerable customers in remote areas stay connected is at the heart of personalized customer care. “Our agents love the documents section on Genesys,” concluded Riley. “It’s easy to email customers step-by-step guidance on how to fix their broadband issues and then call them back to answer any questions and make sure everything is okay. We’ve had great feedback and customers appreciate it.”