Team Awards Program Boosts NPS and ASAT Scores

Featured Industry: Healthcare

This client manufactures and markets blood glucose monitoring systems globally, with more than 5 million people depending on its products daily.

Solutions Utilized

The opportunity

Together, Sitel Group and the healthcare client determined the path to increasing NPS scores directly correlated with an increase in ASAT scores.

case-study-icons

Our solution

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.

Client's Objectives

  • Improve customer service excellence
  • Demonstrate alignment to the client brand
  • Improve associate satisfaction

Services Provided

  • 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

The results

NPS scores increased by 5%
Quality increased by 4%
Overall ASAT scores increased 3%
Enhanced communication between sites

+5%
NPS improvement

Related Case Studies View all >

contact_form_siteldesk