When Cricket Mobile said they wanted to increase employee morale and “customer saves” at their call center in Nicaragua, they came to Targetbase asking for a solution. There was one catch: We had three hours to create it. The starting place we were given was “Maybe a mouse pad?”
From my perspective, when you have a group of people that are experiencing low morale, the most important gift you can give them is a voice. That is why I, along with my art director, concepted and executed “Greetings from Nicaragua.”
A simple, retro postcard with a photo of a Nicaraguan beach on the front was handed out to team members. Each time a team member saved a customer from leaving the company, they were awarded a playful sticker to help them decorate their own personal beach. When team members reached 12 stickers they wrote how they were feeling about the job on the back of the card and mailed it to Cricket headquarters. The information collected from these cards was used to gather a better understanding of how morale could be boosted throughout Cricket’s international call centers. Along with this, the cards were posted for public viewing at Cricket’s corporate office in Denver, CO, adding another level of pride and accountability for the team members that all involved could appreciate.
Oh, and everyone got a new mouse pad as well.
