GWC2013 - Isabel Andraca - Bristish Telecom - Motivating employees, great customer experience

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GWC2013 - Isabel Andraca - Bristish Telecom - Motivating employees, great customer experience

  1. 1. Motivating employees, great customer experience Isabel Andraca Chris Brook
  2. 2. The objective To collect cash © British Telecommunications plc To get things right first time to be no1 for customer service
  3. 3. The players Teams throughout the UK And in the Phillippines © British Telecommunications plc
  4. 4. A big barrier to remove © British Telecommunications plc
  5. 5. Hub – First motivational element of the day © British Telecommunications plc
  6. 6. Hub background – linked to gamification results © British Telecommunications plc
  7. 7. Landing page – End of journey (motivation) © British Telecommunications plc
  8. 8. Call recap: customer summary + gamification © British Telecommunications plc
  9. 9. Gamification – points system © British Telecommunications plc
  10. 10. Gamification – badges Same day bill Surprises Go on BT.com © British Telecommunications plc Your details No repeats Feedback 3+ actions Complaints DD sign up Cash collector eBill sign up
  11. 11. The benefits To collect cash To get things right first time to be no1 for customer service To develop brilliant people © British Telecommunications plc
  12. 12. Thank you Isabel Andraca Isabel.andraca@bt.com Chris Brook chris.1.brook@bt.com

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