The document discusses motivational techniques used by British Telecommunications to improve customer service. It describes using a gamification system with points, badges, and leaderboards to motivate customer service teams in the UK and Philippines to provide excellent customer experiences. The goal is to improve first-time resolution of issues, increase cash collection, and develop high-performing employees to make the company the top provider of customer service.

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