Case Study: Pharmaceutical
A recognition program designed to specifically address key behaviors desired drove improvements within this pharmaceutical callcenter.
Results
- Service level increased by 9%
- Calls answered within the service goal of 60 seconds increased by 11%
- Abandon rate decreased by 12%
A major pharmaceutical company wanted to align their recognition practices with key performance drivers for their call centers.
Issues
- The company wanted to increase employee behaviors to improve operational effectiveness and customer satisfaction.
Solution
- BI conducted a Collaborative Design Process with key stakeholders to assist in the design of an employee recognition and rewards system specific to their culture.
- As a result of this effort, a turn-key rewards and recognition system was deployed to support organizational standards of excellence. Local flexibility was built in for management discretionary purposes.
- BI designed a communications campaign with a strong call to action, ensuring employee understanding of organizational goals and objectives.
- The streamlined program structure reinforced employee behaviors on a daily, monthly, and quarterly basis, with integration of customer feedback scores, attendance/ reliability metrics, call productivity, process improvements, team achievements, and peer-to-peer recognition.
- Results were tracked against previous trends to verify improvements.