Case Study: a major hotel brand boosts call center performance and employee engagement with Snowfly

Major Hotel Brand boosts 600-agent call center performance with Snowfly

A major hotel brand's 600-person call center needed a solution from Snowfly to reward both objective performance metrics and subjective achievements. The challenge was to create a program that engaged all levels of employees, allowed managers to give discretionary rewards, and enabled peer-to-peer recognition, all while reducing program fatigue.

Snowfly implemented a flexible gamified solution using a common reward currency for achievements like loyalty program enrollments and call quality scores, as well as for manager and peer recognition. The results showed significant increases in key performance objectives, including improved quality scores, loyalty club enrollments, and credit card transfers. The Snowfly platform provided the necessary flexibility and increased employee engagement through its variable reward mechanism.