Objective

Reduce the amount of customer service employee sick time and attrition that occur during periods of customer rate hikes and notifications of plan changes

Campaign Details

Comcast customer service representatives experience a considerable amount of customer-induced stress when rates go up or plan changes occur. Using the theme, “Stress-Free Excursion,” Comcast developed kits containing an info wheel, cookies, gum, lip balm and an oversized pen. The purpose of the kit was to provide a fun but educational way to recognize, learn about and minimize stress, and show concern for employees.

Results

Sick days taken and employee turnover were reduced to less than one percent during the campaign month of December. The program led to improved employee morale and performance in comparison to prior rate-change periods.