How Santander Boosted Motivation, Team Engagement and Performance Tracking with SalesScreen

Santander’s customer service team faced challenges in maintaining motivational strategies, like running competitions, to keep employees engaged and focused on sales targets. Management recognized that ongoing competitions were essential for sustaining motivation in a high-pressure sales environment. Additionally, flexible work and a hybrid office setup created the need for a virtual sales tool to ensure sales and competitions were visible and celebrated, regardless of where or when employees worked.

The customer service team, which handles high-volume inbound calls offering insurance products, engages in routine interactions that could end naturally, leading to missed opportunities to upsell or cross-sell. Managers found that consistent, engaging incentives boosted team morale and enthusiasm, helping maintain steady sales performance across all team members. However, previous methods, like manual competitions and whiteboard tracking, were time-consuming and lacked the visual appeal and flexibility needed to keep employees engaged, especially in a remote work environment.