Case Studies and Success Stories
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Client: The Readers Digest Association Inc.
Environment: Incoming Contact Center Agents
Primary Objective: Improve Agent Sales Productivity
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The Reader’s Digest Association, Inc. (RDA), a global media and direct marketing company, was looking to maximize their call center productivity. RDA knew that one key performance indicator that needed to be improved was agent revenue per minute (RPM). They needed a program that increased agent RPM without incurring a correlating increase in average call time, the indicator which was most directly related to operating costs.
RDA contact centers had previous experience with other incentive programs with mixed results. They wanted an incentive program that would quickly engage the agents’ attention, easily quantify results, and not lose its effectiveness over time.
Enter Snowfly!
In May of 2009 RDA partnered with Snowfly to design and implement a state-of-the-art incentive program management system. The Snowfly solution consisted of incentive consultation and an innovative web-based software application.
Working in conjunction with Snowfly’s Project Management Team, RDA implemented Snowfly point-based incentive programs across 5 locations and 5 business units. Agents were consistently awarded for achieving RPM and average call time goals. Within a few weeks RDA started seeing the productivity results they wanted. As the graph illustrates, 28 weeks after implemnentaton RDA has realized a 69% improvement in per agent RPM . Better yet, they were able to achieve the improvement in RPM without a correlating increase in average call time. Simply put, they were able to get their agents to sell more in the same amount of time.
CLICK HERE to view Flash® Demonstration of Snowfly’s web-based incentive program management application
CLICK HERE if you would like to learn more about Snowfly
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