Transforming call center performance
A call center team was measured only on outreach attempts, not customer retention. Leadership needed to shift behavior from “more calls” to higher‑quality, retention‑focused conversations.
RESULTS
In six months, performance jumped 50% in month one, set new records every month, and finished 192% above baseline; on average 83% beat baseline and 69% hit goals, surpassing prior‑year production by 9% within the program window.
Industry
Telecommunications
Problem space
Sales team motivation
Services
Contests and incentives
Rewards
Technology
GoalQuest
Challenge
A call center team was measured only on outreach attempts, not customer retention. Leadership needed to shift behavior from “more calls” to higher‑quality, retention‑focused conversations.
Solution
We launched a 6‑month GoalQuest program, resetting goals monthly and adjusting baselines quarterly to keep expectations relevant. The structure rewarded improved performance, reinforced desired behaviors, and addressed early skepticism with clear pay‑for‑performance logic.
Results
In six months, performance jumped 50% in month one, set new records every month, and finished 192% above baseline; on average 83% beat baseline and 69% hit goals, surpassing prior‑year production by 9% within the program window.
