Close it out strong

A large telecommunications client came to us to create a fun incentive program for the fourth quarter to help close out the year strong. They were looking to increase their average number of mobile lines sold per agent which was one per week prior to the program’s start.

A competitive program design

The program we created was a head-to-head matchup for retail, inbound sales, chat, and business partners. Teams and leagues were set up and paired based on channel and performance. Teams in each league were re-racked weekly during the entire incentive period. Agents received daily game plays worth 5-15 points based on individual results. At the end of the incentive period, each member of the winning team would receive 2500 program points.

Champion-level results

Not only did the client get to witness the competitive spirit across the divisions and within the channels, but the entire sales organisation also saw an improvement in performance as a result of this head-to-head program. There was a four-week window where the agents averaged six lines per week per person across all channels, a 20% increase over baseline.

Overall, there was a 10% increase in the inbound close rate, a 14% increase in the retail close rate and a 5% increase in the number of lines entered per person. This led to $360 million in incremental revenue and a 331:1 ROE.