Case Study: U.S.-Based Call Center achieves higher CSAT and agent engagement with Snowfly

U.S. Based Call Center - Customer Case Study

U.S. Based Call Center faced persistent low customer satisfaction (CSAT) among its agents and wanted an “outside the box” way to boost scores for a high-profile retail client. The center engaged Snowfly to design and run a targeted incentive program using its cloud-based workforce incentive platform, the REWARD ZONE Gamification System, to motivate agents—especially low performers—to improve post-call CSAT results.

Snowfly implemented a pilot where low-performing agents earned game tokens for CSAT scores of 6 or 7, played token-based games to win reward points convertible to cash on a personal debit card, while a control group kept existing incentives. The pilot group’s percentage of CSATs scoring 6 or 7 rose by 1.25% versus a 1.12% decline for the control group (a net improvement of 2.37%), the pilot eventually outperformed the control, and 100% of participants reported increased recognition and focus on CSAT under Snowfly’s program.