Achievement Awards Group secures 'Top Technical Innovation Award'
Johannesburg - Achievement Awards Group has won the prestigious 'Top Technical Innovation Award' at the CapeBPO Awards 2024 for its groundbreaking bountiXP platform. The platform has enabled the transformation of employee engagement and recognition across the business, with results particularly impressive within its contact centre operation.
The Group's award-winning 'achieve program', which is powered by the bountiXP technology, is an employee recognition and rewards program that has already garnered international acclaim, with accolades including 'Best Recognition Program' in London (IA22) and the 'Pinnacle Award' from Recognition Professionals International (RPI) in the USA.
With its innovative, cloud-based design, bountiXP enables employee recognition and engagement on a new level, offering real-time social recognition, instant reward fulfilment and detailed reports to drive performance and recognition, accessible anywhere, anytime.
A Game-Changer in Employee Recognition and Engagement
Jordi Williams, Product Manager at Achievement Awards Group, highlighted the impact of bountiXP: "Our platform was built to revolutionise how recognition and rewards support our people, aligning their efforts with what matters most to the business and our clients. bountiXP is user-friendly, seamless, and transparent and enables best practice recognition. This in turn builds a positive culture and impacts performance. bountiXP has helped us to align the organisation's culture with our strategic objectives, giving our people a shared sense of purpose. At the same time, management can make smarter, faster workforce decisions with access to quantitative recognition data across key culture and performance metrics."
Noori Allie, Customer Service Executive at Achievement Awards Group, underscored its significance in the BPO sector, where high agent engagement and retention is critical. "bountiXP has transformed our culture. Our employees feel valued, and our key performance indicators have dramatically improved. The platform's data-driven, real-time features eliminate bias, build trust, and promote collaboration and healthy competition," she explained.
With specific call centre KPIs configured into the system, bountiXP's measurable results speak volumes. Notable achievements measured at 4 hierarchical levels include:
- Level 1 - Participant Satisfaction: The achieve program and bountiXP platform received a 92% approval rating from participants. 54% rated it awesome; 38% excellent.
- Level 2 - Program Engagement: The percentage of employees sending recognitions every month doubled from 34% to 69%. On average, 93% of staff received recognition every month.
- Level 3 - Employee Engagement: The overall engagement index improved from 71% to 80%. The percentage of staff saying "My contribution is appreciated in this organisation" increased from 60.2% to 70.2%.
- Level 4 - Business Impact: Agent turnover is down to a low of 10% and team leader attrition is down to 4% - these are exceptional statistics compared with the broader BPO industry. Absenteeism tracks between 5.7% and 7.0%. Post call transactional NPS survey (6000 callers) averages 85+. Compliance scores are consistently over 99%.
Significantly, the overall Work Performance Index (a balanced scorecard measure) improved from 3.14 to 4.01 out of 5.
According to a report by McKinsey, most contact centres experience average annual agent turnover rates of up to 60 percent each year, with even best-in-class companies seeing turnover of nearly 20 percent.¹ By increasing the retention of skilled people through employee recognition and reward strategies, BPO providers get to avoid the vagaries of higher recruitment and training costs, loss of institutional knowledge and skills, declining service and quality levels, damaged client relationships and ultimately loss of business.
Boosting South Africa's BPO Value Proposition in the global marketplace
For South Africa's BPO sector, bountiXP offers a compelling solution to improving employee engagement, retaining skilled agents and enhancing service quality for global clients. By aligning rewards with crucial KPIs, Achievement Awards Group has set a new benchmark in workforce engagement and customer satisfaction in the BPO sector.
Achievement Awards Group's success at the CapeBPO Awards also exemplifies South Africa's rising prominence in the global BPO market. SA's BPO sector is one of the country's fastest growing exports and is well positioned for growth, investment and job creation. The sector currently employs over 270 000 people in six cities, of which 65 000 serve international clients. This total staff base could grow to over 775,000 jobs by 2030, with up to two-thirds of these in the service of overseas markets.
The CapeBPO Awards celebrate companies driving growth and innovation in Cape Town and the Western Cape's BPO sector, and Achievement Awards Group's latest accolade reaffirms its commitment to elevating employee experience and business performance in one of South Africa's most-in-demand sectors.
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