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

Isabel.andraca@bt.com chris.1.brook@bt.com