Pearson Finance Ltd was an insurance broker, offering home, car, travel, pet and other insurances to the public. The company originated in the UK and is now expanding into Europe.
Pearson Finance ran a staff incentive card scheme within the UK offices, incentivising all call centre staff to align to customer-centric service values while achieving conversion targets.
The prepaid card programme was driven by CRM conversion data and call statistics, combined with customer feedback forms sent to all customers who provided an email address when contacting the call centre. Staff earned points to spend from the incentive points catalogues.
Staff can choose from over 200 items, including:
Pearson Finance had been rapidly expanding across Europe, namely; France, Germany, Spain, Portugal, Italy and Switzerland. It now wanted to expand its incentive programme into all call centres, as it believes that maintaining the company’s customer-centric service values is key to preserving its USP.
The business language within Pearson Finance is English and the CRM systems and feedback forms used the same systems across the whole business, allowing the incentive platform to remain the same for all call centre locations, however, the online reward catalogue is currently only linked to UK providers.
The programme was rolled out to an additional 2,350 staff across 11 office in the 6 countries and maintained in the UKs 3 offices with 1,800 staff.
In the first 6 months:
The client saw an increase in repeat performance as the card reinforced the reward each time it was used by the employee, encouraging them to continue the rewarded behaviour.
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*for illustrative purposes only