Case Study: Blake Collections achieves stronger employee engagement with Centrical

Blake Collections completes 2,400+ performance challenges with Centrical

Blake Collections, a South African debt recovery services company with over 30 years of experience, faced the challenge of improving employee engagement and performance visibility within its contact center. Their previous manual methods for monitoring and coaching were inefficient. They sought a modern gamification platform to motivate staff and turned to Centrical, implemented alongside partner Verint, for a solution.

Centrical provided a flexible gamification solution that applied game mechanics to key performance indicators (KPIs), enabling Blake Collections to transform performance management into an engaging experience. The results included significantly improved employee engagement, with over 1,400 learning missions and 2,400+ performance challenges completed. The solution also provided complete, automated visibility into coaching, allowing managers to easily identify areas of weakness. Blake Collections achieved a great return on investment from the Centrical platform.

Blake Collections