Case Study: New Zealand telecommunications provider achieves an engaged young call-centre workforce and reduced turnover with SnapComms

Telecommunications Service Provider - Customer Case Study

Telecommunications Service Provider, a New Zealand telco with about 200 employees and a predominantly young, shift-working call-centre team, faced communications challenges after rapid growth: high turnover in the contact centre, difficulty reaching shift staff, low intranet use, and email overload (50–100 emails/day). They engaged SnapComms to deliver a dynamic internal communications platform using Desktop Alerts, Desktop Tickers, Questionnaires and a Corporate Screensaver to better capture attention and appeal to a young workforce.

SnapComms deployed animated screensavers, quizzes, surveys, desktop alerts and tickers to promote products, benefits and events, reinforce training and deliver urgent messages. The SnapComms suite increased engagement, enabled measurement and improvement of induction programmes (bringing new call-centre staff up to speed faster), reduced reliance on email via click-throughs to the intranet, and helped lower turnover—becoming a core, affordable tool in the Telecommunications Service Provider’s internal communications.