Case Study: a major telecommunications company increases call center sales with BI WORLDWIDE’s GoalQuest

a major telecommunications company boosts call center sales 87% with BI Worldwide

A major telecommunications company faced the challenge of increasing call center sales, as their long-standing tiered cash reward program was not driving performance. They partnered with BI Worldwide to test the vendor's GoalQuest® solution against their existing model and to compare the effectiveness of non-cash rewards versus cash.

BI Worldwide implemented a controlled 60-day study with four different conditions to test the GoalQuest structure and reward types. The solution that paired GoalQuest with experiences and merchandise delivered the strongest outcome, achieving an 87% increase over the baseline performance. This result confirmed that goal-setting and non-cash rewards drive significantly higher performance than the previous tiered cash model.