Reader?s Digest Increases Call Center Agent Average ?Revenue per Minute? by 69%

Laramie, WY – In today’s tight economy, everyone is challenged to do more with less.  Here is some good news about how it can be easily & quickly accomplished.

The Reader’s Digest Association, Inc. (RDA), a global media and direct marketing company, wanted to maximize their call center productivity.  RDA knew that one key performance indicator that needed to be improved was agent revenue per minute (RPM). They needed a program that increased agent RPM without incurring a correlating increase in average call time, the indicator which was most directly related to operating costs.

RDA contact centers had previous experience with other incentive programs with mixed results.  They wanted an incentive program that would quickly engage the agents’ attention, easily quantify results, and not lose its effectiveness over time.

How they did it
In April 2008 RDA partnered with Snowfly to design and implement a state-of-the-art incentive program management system.  The Snowfly solution consisted of incentive consultation and an innovative web-based software application.

Working in conjunction with Snowfly’s Project Management Team, RDA implemented Snowfly’s incentive program across five locations and five business units.  Agents were consistently rewarded for achieving RPM and average call time goals.  Within just two weeks, RDA started seeing highly positive results.  As the graph illustrates, 28 weeks after implementation they achieved a 69% improvement in per agent RPM!  Even better, this was accomplished without a correlating increase in average call time.  Simply put, with Snowfly’s help RDA agents sell more in the same amount of time.    

About Snowfly
Snowfly is the leading provider of Internet based employee incentive and loyalty programs.  Snowfly’s incentive system allows contact centers to harness the enormous motivational power of immediate positive reinforcement to focus employee behavior on company objectives.  Compared with home-grown programs, Snowfly improves KPI’s by at least 20% (sales, availability/adherence, attendance, call quality), reduces a huge administrative burden and reduces costs.  The results are easily seen within weeks and there is no long term obligation.  Snowfly customers include multiple Blue Cross/Blue Shield providers, Hyatt Hotels, Time Warner Cable, Avis/Budget, financial institutions, utility companies, cable/satellite providers, various BPO companies (business process outsourcers), and collection departments/agencies.  

Snowfly’s web site: www.Snowfly.com.