Case Study: a large utilities provider reduces call center average handle time with Snowfly

Large Utilities Provider cuts call time by 8 seconds with Snowfly

The customer, a large utilities provider, was struggling to reduce the average handle time for its contact center agents without sacrificing call quality. Previous incentive programs had failed to sustain engagement. They partnered with Snowfly to implement its cloud-based agent gamification service to address this challenge.

Snowfly's solution awarded agents daily electronic game tokens for meeting specific call time, volume, and quality criteria. These tokens were used to play games to earn points redeemable for gift cards. This program led to an immediate and significant drop in average call time from 370 to 362 seconds, saving 150 hours per month and reducing operational costs for the large utilities provider. Due to this success, Snowfly was implemented at other locations within the organization.