In a non-Olympic year, our Team Leaders at the DSL Department for one of our clients decided to organize their own Summer Games. During August and September all agents engaged in a multifaceted contest to be the champion. Yes, it was important to take part in the games, but winning was particularly interesting because of the great prizes that had been promised.
The agents could gain points in several fields, such as customer satisfaction, quality, conversion and efficiency. These were weighted, customer satisfaction being the most important metric.
Actions like this are great fun. They enthuse and motivate agents, create healthy competition and enable management to create extra focus where needed. The beauty is that it all translates into the best service for our customers.
Competition was fierce and during the first couple of weeks standings changed drastically on a daily basis. Halfway through the Games, a small group of agents emerged as leaders. It was clear that they would be battling for the prizes.
At the end it appeared that we had a clear number one, Remond Settels. He gathered more points than numbers 2 and 3 combined! He completely deserved the grand prize, a very, very big television set. Remond had to ask a colleague to bring it to his house, where he had to adjust some things in order to fit it in so he could actually use it…