Case Study

Stena Line

Stena Line is one of the world’s leading ferry companies.

The Brief

Stena Line had previously utilised a cash bonus reward system which they found to be ineffective in changing behaviours and motivating their employees. They required a new, fresh and engaging incentive programme for their contact centre staff.

Our Solution

The Motivates team implemented a fun and engaging points scheme for 150 of their contact centre agents across their UK offices. During the two year campaign,employees were given achievable and realistic sales targets to develop their customer service performance. For hitting their targets employees were given a specified amount of points.

Using this system, employees could redeem their points towards either an Experience or Lifestyle Voucher. In addition to managing the campaign, Motivates provided marketing and key scheme administrator support – this included developing collateral material to build excitement around the ongoing points scheme incentive.

The Result

“The Motivates incentive programme has been very well received since its launch. The incentive has been at the forefront of everyone’s mind and has become a part of everyday life in the contact centre. We’re thrilled with the results so far.”

Stena representive