Case Study: a telecommunications company boosts call-center retention with BI Worldwide

a telecommunications company drives 5,000 nominations and boosts retention with BI Worldwide

The telecommunications company faced a challenge with retaining its 19,000 U.S.-based call center employees. These customer service reps were not measured on sales, so the company partnered with BI WORLDWIDE to create a year-long performance program focused on improving key service KPIs and employee engagement.

BI WORLDWIDE implemented a solution centered on an aspirational group-travel award. Employees were nominated by managers based on performance metrics like first-call resolution and customer satisfaction. The program generated over 5,000 nominations, with the top 400 earners winning the trip. This successful initiative resulted in five annual trips being executed and significantly higher retention rates among the winning employees compared to their peers.