Case Study: Contact Center Services Provider achieves increased 100% Call Quality scores and improved agent morale with Snowfly

Call Center Improves Call Quality

Contact Center Services Provider, which handles inbound calls for a large health insurer, needed to improve agent call quality and the overall customer experience. They partnered with Snowfly to address inconsistent Call Quality Scores by deploying a cloud-based incentive management system that used gamification to motivate agents.

Snowfly set the recognition threshold at a Call Quality Score of 100 and automatically credited agents with Snowfly Game Tokens when they achieved it; tokens triggered quick online games that awarded points (valued at $0.01 each) which were redeemable to the agent’s personal debit card. Over six months the percentage of monitored calls scoring 100 rose steadily from about 39% to about 48% (well above the ~37% historical average), and leadership also reported noticeable gains in agent morale.