KPI rewards for a BPO workforce

When the KPI was hit, the reward followed.

BBC Global Services linked its team's KPIs to rewards, and Snapscale's team ran on the same programme. Staff redeemed their rewards straight to their mobile wallets.

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Example screen: a staff member's phone showing three of three KPIs met today, 50 points for one booked appointment a day, 30 points for a team quality score of 96 percent, and a reward of 500 pesos redeemed to GCash. Sample screen.

Example screen, not the client's live programme.

Client snapshot

Industry
Business process outsourcing (BPO)
Country
Philippines
Participants
About 350 active staff, including about 260 Snapscale staff
Modules
Incentives and KPIs, Challenges, Surveys, Events (town halls), Rewards
Run by
Run it yourself. BBC Global Services ran the programme.

The challenge

The challenge

In a BPO, performance is measured every day: calls handled, quality scores, appointments booked. BBC Global Services wanted those numbers to mean something to the people behind them. The aim was to reward staff as soon as they hit a target, for individuals and for teams, and to keep everyone connected through surveys and town halls. Rewards had to be something staff in the Philippines could use straight away.

The programme

What they set up

  1. KPIs that award rewards

    About 160 individual KPIs and 17 team KPIs were set up, each tied to points when the target was met.

  2. KPIs for each team's work

    Snapscale's team had KPIs that matched its own work, such as one booked appointment a day.

  3. Challenges and contests

    Teams took part in challenges and contests.

  4. Surveys

    Staff answered surveys, from feedback to a vote on team names.

  5. Town halls

    Town halls were run as events in the programme.

  6. Rewards to mobile wallets

    Staff redeemed points for local rewards through Gifted, and most chose GCash.

Results

Results

About 350 staff redeemed rewards during the programme, so nearly everyone active in it earned something they chose to spend.

  • 15,000

    KPI results recorded

    BBC Global Services and Snapscale, staff programme

  • 2,600

    rewards redeemed

    BBC Global Services and Snapscale, staff programme

  • 94%

    of redemptions paid to GCash

    BBC Global Services and Snapscale, staff programme

  • 350

    staff redeemed a reward

    BBC Global Services and Snapscale, staff programme

Modules in this programme

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