Fortis Insurance Solutions

Fortis Insurance Solutions (UKFIS) is a leading provider of personal and professional insurance products in the UK. Like many companies operating a large-scale call centre, one of its key challenges is staff retention, and minimizing attrition rates. According to Andy Woodbridge, Management Development Coach for UKFIS, "In May of 2008 we introduced an online rewards programme to streamline our reward strategy and ease administration of a previously cumbersome process. Prior to that time any team manager who wanted to make an award had to physically purchase the product and reclaim the cost on their expenses."

After researching the market and trialing other product offerings, UKFIS chose the Virtual Incentive Points platform from Love2reward."Essentially Love2reward tailored its VIP online platform so that, to the user, the site appears as a UKFIS branded product. The VIP platform comes as a complete package - an online points banking system with all the rewards already selected and featured - and we now administer the scheme ourselves. There are over 2,000 rewards to choose from including the most popular Love2shop - The high street gift voucher; through Love2travel and Love2play experience days; to electrical products, wine and flowers."

Although initially introduced to replace a simple cash reward scheme for incentives such as recommending a friend, the company had a clear vision of how it would deliver additional measurable benefit."The Fortis Points Scheme, as it's known internally, was launched to create a buzz around the business, and to aid cost saving initiatives. The Scheme has now grown into a more intelligent and complex reward structure, so that all rewards across the company are centralized. We now operate many incentives throughout the company - for example each team manager will have different KPIs (key performance indicators) and can set their own team reward criteria, whether it's to encourage sales conversions, reward admin turnaround or just to say thank you for a job well done. In addition we have company-wide initiatives such as long service awards, employee of the month, and good attendance recognition. 51% of our 330 staff have now been awarded points, 37% of whom have spent already and the remaining 63% are saving points to redeem against bigger value items."

With a unique login and password employees can access their points bank at any time, browse the online rewards and spend their points with the reward being delivered directly to their home. Additionally every month the intranet features the employee of the month and all staff can see who has been awarded points so the reward is acknowledged publicly.

Andy concludes: "The scheme has been extremely successful - there has been a 3% reduction in attrition rates relative to the previous year, we've seen savings on our recruitment costs, improved attendance, we now have 134 people who have been with us for more than five years, and the number of recommended 'friends' has increased by 50% over the past year. We are delighted."

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