Connectvision software was implemented at the AA's call center in Cardiff to improve internal communications and enhance the working environment in an effort to retain skilled staff. The AA uses Connectvision to deliver corporate news, business performance updates, local information, and employee news across multiple screens. Early surveys found high satisfaction levels with Connectvision among staff who reported always getting new information from the screens. Further Connectvision rollouts are planned for other AA call centers to continue improving internal communications.

1. the aa
Connectvision is a range of software specifically developed to create powerful visual messaging channels for employee and
brand communication within large organisations.
Connectvision ‘unlocks’ information held within an organisation to inform, influence and inspire employees. Connectvision
works in harmony with existing communication technologies and adds value by creating a unique platform for organisations
to communicate visually rich media to stakeholders.
Connectvision's range of software products has been developed to complement and enhance the effectiveness of existing
case study
communication methods by providing powerful visual messaging solutions for TV, Plasma and Desktop.
Connectvision has already been adopted by a number of the UK’s leading organisations as a vital visual messaging channel.
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“With the high concentration of call centres in the area, we want to attract
www.connectvision.com and retain skilled agents. Improving internal communications is part of
tel: 0845 408 2021 an overall strategy aimed at creating a better working environment.
Connectvision is the key enabling technology allowing us to deliver
connectvision created and developed by messages about corporate news, business unit performance, local
saturn communications group limited information and employee news in the most attractive format possible.”

2. > the aa case study
Competition for good, motivated, staff is as fierce
as ever in the UK call centre market and nowhere
more so than in Cardiff where the Automobile
Association (The AA) is using Connectvision
multimedia messaging to improve the working
STEVE WILDEN
PROJECT MANAGER environment in an effort to retain skilled staff.
The AA’s call centre in Cardiff is part of the to learn something from the experience,” says
company’s insurance sales and administration Steve. Achieving this has only been made possible
division that also includes call centres in Cheadle by drawing on a full range of media including
and Newcastle. At Cardiff there are 600 employees, PowerPoint slides through to digital TV and MPEG
working two eight hour shifts per day, covering files of the latest TV adverts. Each screen also
sales, policy administration, instalment payment features a ‘ticker tape’ for the latest national and
administration and claims section. local news.
Steve Wilden, The AA project manager takes up Connectvision was selected for the flexibility it
the story. “With the high concentration of call offers The AA. “It’s important to get the balance
centres in the area, we want to attract and retain right between displaying corporate and business
skilled agents. Improving internal communications unit information and keeping staff informed about
is part of an overall strategy aimed at creating a local and travel news,” notes Steve.
better working environment. Connectvision is the
key enabling technology allowing us to deliver The AA has developed schedules in which static
messages about corporate news, business unit text-based messages are interspersed with TV
performance, local information and employee news news, images of current advertising campaigns
in the most attractive format possible,” he said. and corporate events. To ensure The AA uses its
information resources to best effect, Connectvision
The AA has recognised that improving the schedules are also zoned, delivering messages
environment is an important part of reducing attrition specific to each business department that are
rates which have been troubling the industry for timely and relevant.
years. A recent study by the Chartered Institute of
Personnel and Development (CIPD) has found that In addition, part of the Connectvision schedule is
although attrition rates have dropped, they remain given over to staff to post their own news such as
high at around 36.7%* in comparison with a healthy announcements of births and marriages, as well
attrition rate of 10%** for call centres. as details of any items they may wish to sell to
other staff members. “We’ve called this part of the
One reason suggested for high attrition rates is schedule ‘PBAY’. It's just an idea we're exploring
that employees are more likely to move from call at the moment to see how staff respond,” says
centre to call centre, making attrition rates appear Steve Wilden. One of the Connectvision team also
unnaturally high. However, improving the has a digital video camera to record business
environment has been found to have a beneficial events for subsequent transmission.
effect on attrition rates.
Early indications are that The AA staff are getting
Improving the quality of the working environment the message. An initial survey of Connectvision
is a very important part of enhancing the quality among staff and managers has shown a high level
of people’s working lives, and The AA is keen to of satisfaction with the system, it scored particularly
make Connectvision an integral part of that effort. highly in the “I look at the Connectvision screen
everyday and always get some new information
Connectvision is used to deliver messages to ten from it” category.
42" plasma screens across four floors of the
building. The screens are positioned on the central Further Connectvision installations are planned for
column on each floor so that staff will pass the the AA call centres in Cheadle and Newcastle.
screens at least half a dozen times a day, and
ceiling mounted at the end of each floor provide * Chartered Institute of Personnel and Development ‘Recruitment,
further coverage. “It's important to ensure that retention and turnover annual survey’ 2005
staff who look at the screens only briefly are able ** Blue Sky Consulting ‘Counting the Cost of Staff Turnover’ 2001