Campaign for the O2 call centre

Designed to educate and motivate call centre staff to sell O2's Value Added Services more effectively. Our approach was dictated by the thought that the more interesting and fun we can make the campaign, the more the staff will take the message on board.

"WHO DO YOU THINK YOU'RE TALKING TO?" The idea driving our campaign was to get the staff to know the callers as people, to try to picture them in their mind's eye, so that they will begin to see them as people with needs and expectations. The campaign revolved around the staff's ability to imagine whom the face was behind the voice. It was fun and soon becomes an infectious game.

A comprehensive campaign includes plasma screen commercials and PC screen savers featuring characters designed to sell specific services and, an intranet contest to match the voices with the faces with prizes for the winners.

Results

A saturated blitz effect on the sales staff who entered into the spirit of the game. Thus developing their knowledge and understanding of the products.

Confidence levels to talk about the services were raised with a corresponding increase in sales.