Case Study: Sky boosts call centre agent engagement with FMI Agency

Our bespoke engagement programme captivates Sky’s call centre agents

Sky worked with FMI Agency to create a bespoke call centre engagement programme for agents in Livingston and Dunfermline. The aim was to help agents boost their earnings while engaging with the brand and its key propositions over an intense five-week period.

FMI Agency delivered the “Success through Sales” campaign, which used an online platform with daily content, game credits, prizes, a leaderboard, daily activity, a gaming area locked until learning was completed, and a weekly quiz. The programme registered 68% of users, daily modules had an average 94% participation among active users, and 87% of those active users completed 26 or more of the 28 modules.

Sky