BCLC's 2021 AWARD FINALIST CASE STUDY: Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence

Read this article about BCLC, Finalist in the Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence, selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.

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BCLC Customer Experience Excellence

Since 1985, BCLC has been helping communities grow. BCLC conducts and manages lottery, casino, bingo and online gambling on behalf of the province of B.C. for the benefit of British Columbians. Thanks to players in B.C., more than $23 billion generated by gambling activities went back into health care, education, and community groups across B.C.

From the head office in Kamloops, B.C., the Customer Support Centre (CSC) is the hub of BCLC’s customer care experience, offering world-class, multichannel support to our players and the public, lottery retail partners, casino and bingo service providers, and our internal employees and vendors.

BCLC has begun a journey to become a social purpose company operating in the best interest of our players and our province. It requires BCLC to create better experiences for players and employees – a mandate we call “P360”. P360 is the journey to put the player at the centre of everything we do and requires an enterprise view of players, stakeholders and internal operations.

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As the hub of customer support activity in the company, it is critical that the CSC leads the way in creating exceptional experiences for our players, business partners and employees. We must model the way and act as experts in customer experience to set the standard for the rest of BCLC.

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Customer Experience Implementation Process

To achieve this goal, we have undertaken a complex, multi-year journey to evolve our governance and operations in order to create a customer-centric culture in the CSC.

Project Impact/Business Results

After embarking on this journey, we maintained or improved our excellent results. We increased our customer survey response rate (up 11% to 22.5%), and held steady at an excellent 88% CX score, while improving Issue Resolution (up 7% to 77%) and significantly increasing NPS (up 18% to 25). Internally we saw exception results as well, with an 88% Employee Engagement score (up 5% from previous year), and achieving an Employee Net Promoter Score (eNPS) of 64.

As the hub of customer support activity in the company, it was critical that the CSC leads the way in creating exceptional experiences for our players, business partners and employees. We continue to model the way and act as experts in customer experience to set the standard for the rest of BCLC.

Digital Transformation & Operational Excellence Industry Awards 2021

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About the Awards

The Digital Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding achievements through the application of Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Digital Transformation & Operational Excellence World Awards (DTOES) on Wednesday, December 15th, 2021, from 6:30 PM at Renaissance Orlando at SeaWorld®.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2021 on December 15, 2021, at the Renaissance Orlando at SeaWorld®. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

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Agenda

Highlight Video

BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

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Speakers

Agenda

BTOES Awards

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations through all day enhanced networking and interaction opportunities, including

For more information please email info@proqis.com