"we found out that they do understand the system but are a bit scared of losing their job and not motivated enough to recommend Telekom Account to customers"
problem
Telekom developed an online selfcare account (Telekom Account) but faced a problem when its sales reps did not try to convince customers to register their account.
our work
Telekom first asked us to do a training for sales reps but after talking to them about the whole concept, we found that they do understand the system but are a bit scared of losing their job (as digital solutions can replace them) and not motivated enough to recommend Telekom Account to customers.
solution
We introduced 'TeleCoin', a community currency which could be earn by registrating Telekom Accounts. For these TeleCoins sales reps could purchase coupons for everyday needs and extras (more holiday, extra breaks, etc).