Virgin Mobile

Recognising customer service excellence

Situation

Virgin Mobile has revolutionised the Australian mobile telecommunications market with their cheeky, fun and fair attitude. They've now grown to over 600,000 customers, have stores spread across Sydney, Brisbane and Melbourne and employ over 350 people across Australia.

Virgin Mobile wanted to use the RedBalloon Reward & Recognition program for their Customer Service Department. "We established that the frontline staff were finding it hard to gain recognition via company wide R&R programs," said Tim Sheil, Service Excellence "Wow" Manager at Virgin Mobile.

Virgin Mobile wanted to move away from a culture where by staff simply received movie tickets, but they also required a rewards program that would compliment the other bonus programs that were currently in use within the company.

Objectives

"Our key objective is to reward people for behaviour that goes outside what we normally expect."

Virgin Mobile wanted to give their staff "...the opportunity to do something they wouldn't normally do."

"Overall, we are looking to encourage the right kind of behaviour within the business which in turn improves staff morale and productivity," said Sheil.

Action

In order to improve the recognition of team members in the Customer Service Department, Virgin Mobile chose to reward their staff with a points program. Virgin Mobile believes that the best way to incentivise staff with the program is to announce monthly winners and encourage discussion among employees who have recently been on an experience. This constantly reminds staff of the benefits of excelling in their roles.

Outcome

Virgin Mobile have found that this program quickly creates excitement among team members and are very satisfied with the program to date. "We discuss this within induction training, within one on one's held with Team Leaders along with regular communications to the department," said Sheil. The more focus you give a rewards program, the more enthusiastic your staff will be.

"We appreciate RedBalloon's approach to providing an experience as a reward. The staff love it."

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