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 program. Employees redeemed their rewards straight to their mobile wallets.

Schedule a demoSee the results
Example screen: an employee'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 program.

Client snapshot

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

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 employees 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 employees in the Philippines could use straight away.

The program

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

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

  5. Town halls

    Town halls were run as events in the program.

  6. Rewards to mobile wallets

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

Results

Results

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

  • 15,000

    KPI results recorded

    BBC Global Services and Snapscale, employee program

  • 2,600

    rewards redeemed

    BBC Global Services and Snapscale, employee program

  • 94%

    of redemptions paid to GCash

    BBC Global Services and Snapscale, employee program

  • 350

    employees redeemed a reward

    BBC Global Services and Snapscale, employee program

Modules in this program

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