A Rewarding Customer Support Experience.

The Challenge

A financial industry client was replacing a long-standing rewards programs with a new initiative. Participants were given 180 days to use any funds remaining in the current program. With just 30 days remaining over 25% of the incentive funds were still banked and set to expire. One10 understood the potential negative impact to our client, as their participants would inevitably be dissatisfied with any loss of earnings.

The Solution

One10 had an ideal solution: our US-based call center. The PHQ team was notified of the situation and took part in a quick-turn training session One10 created. And, when the final communication was sent to participants, we were ready. Customer Service Representatives were able to answer questions and assist with payout requests during a single phone call.

The Results

In the final 30 days of the program our PHQ staff managed a 45% increase in calls and handled over 200 requests for assistance. Ultimately less than 1% of the funds expired. The program lead provided such a high level of service that her individual effort was recognized and honored by the client. One10 continues to be the white-label, first point of contact when a participant has an issue with the rewards website, reward payments, or tax related questions. We handle over 1,800 calls annually and participants frequently ask for our customer service representatives by name.

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Increase in Calls Handled

While there is no “one size fits all” approach to building an amazing incentive travel program, we share our secrets to increasing participant engagement in this conversation.