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

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

  • 1. Motivating employees, great customer experience Isabel Andraca Chris Brook
  • 2. The objective To collect cash © British Telecommunications plc To get things right first time to be no1 for customer service
  • 3. The players Teams throughout the UK And in the Phillippines © British Telecommunications plc
  • 4. A big barrier to remove © British Telecommunications plc
  • 5. Hub – First motivational element of the day © British Telecommunications plc
  • 6. Hub background – linked to gamification results © British Telecommunications plc
  • 7. Landing page – End of journey (motivation) © British Telecommunications plc
  • 8. Call recap: customer summary + gamification © British Telecommunications plc
  • 9. Gamification – points system © British Telecommunications plc
  • 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. 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. Thank you Isabel Andraca Isabel.andraca@bt.com Chris Brook chris.1.brook@bt.com