Featured Industry: Healthcare
This client manufactures and markets blood glucose monitoring systems globally, with more than 5 million people depending on its products daily.
Together, Sitel Group and the healthcare client determined the path to increasing NPS scores directly correlated with an increase in ASAT scores.
Sitel’s teams designed a custom associate-recognition program and implemented it across all three sites in the campaign. The program strategically increased communication among and across teams driving engagement and better alignment with the client’s brand.
Improve customer service excellence
Demonstrate alignment to the client brand
Improve associate satisfaction
Designed “OneTouch Champions Awards” recognizing and rewarding the best performers across our supported locations (3 sites)
Implemented dedicated mailbox for teams to nominate—monitored by judges
Aggressive internal communication campaign (wall posters, desk flyers distributed across all sites)
Quarterly award events hosted jointly with client at each site to showcase winners
NPS scores increased by 5%
Quality increased by 4%
Overall ASAT scores increased 3%
Enhanced communication between sites