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British Columbia Lottery Corporation, Kamloops, British Columbia, Canada: British Columbia Lottery Corporation: Revolutionizing Customer Service

Company: British Columbia Lottery Corporation
Company Description: BCLC, or British Columbia Lottery Corporation, is a Canadian Crown corporation responsible for conducting and managing lottery games, casinos, and online gambling in the province of British Columbia. It aims to generate revenue for public programs and promote responsible gaming. With two BC offices, including the main one in Kamloops, BCLC employs over 1,200 individuals.
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - All Other Industries
2024 Stevie Winner Nomination Title: British Columbia Lottery Corporation: Revolutionizing Customer Service
  1. Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated organization, OR written answers to the questions? (Choose one):
    Written answers to the questions

     

  2. If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.

     

    The integration of cutting-edge solutions, particularly chatbot and AI technology, has been a pivotal step in our unwavering commitment to advancing customer service. This strategic adoption has resulted in a substantial 25% reduction in average handling time and a 22% customer deflection rate, showcasing the operational efficiencies gained through AI-powered tools. This not only exemplifies our dedication to excellence but also highlights the transformative impact on our customer journey, fostering a seamless omnichannel interaction.

    Crucial to achieving this seamless experience has been our collaboration with vendors, marking a significant leap forward in our commitment to customer satisfaction. Continuous interaction means we can align seamlessly with our goal to alleviate customer pain points, resulting in a more responsive service environment and quicker issue resolution. The efficiency and adaptability of AI-powered chatbots play a crucial role in providing customers with a satisfying interaction.

    The transition into AI technology revolutionizes customer support by offering deeper insights into pain points and agent satisfaction. Automation enables the thorough analysis of customer interactions and agent performance by automatically reviewing 100% of cases. The integration of chatbots and self-service capabilities accelerates support delivery and enhances the overall customer experience significantly.

    Agent assist technology has emerged as a cornerstone in our strategy, empowering our agents with intelligent tools that enhance efficiency and effectiveness. These tools provide real-time insights, suggestions, and relevant information, enabling agents to deliver more personalized and informed assistance to customers. This integration has significantly contributed to increased productivity, reduced response times, and heightened customer satisfaction.

    Furthermore, the strategic implementation of virtual agents and chatbots augments our customer support capabilities. These automated solutions handle routine inquiries, allowing agents to focus on more complex and value-added tasks. Virtual agents and chatbots not only provide instant responses but also contribute to operational cost savings, ensuring a streamlined and efficient customer interaction process.

    In our continuous effort to enhance customer service, we have integrated a state-of-the-art Voice Interactive Voice Response (IVR) system. This advanced system allows customers to navigate their journey seamlessly, providing an intuitive and efficient way to handle inquiries. By leveraging AI and automation, the IVR system can deflect routine queries by directing customers to self-service options for instant resolutions.

    Customers can now receive immediate assistance for common issues, while more complex inquiries are efficiently routed to human agents. This strategic use of automation not only streamlines the customer interaction process but also ensures that our agents can focus on delivering personalized and value-added support.

    Our proactive stance in adopting these technologies positions us at the forefront of the AI and automation revolution. As these innovations gain wider adoption, our contact center is poised to be a pioneer, leveraging virtual agents, chatbots, and agent assist tools to continually enhance the customer experience. Recognizing the transformative potential of these technologies, we aim not only to stay abreast of industry trends but also to set new benchmarks in customer service excellence.

    In parallel, the Customer Support Center (CSC) has undertaken a complex, multi-year journey to evolve governance and operations, aiming to create a customer-centric culture. Digital transformation, as emphasized, is not just about acquiring new technology but about supporting solid processes designed from the customer’s perspective. The CSC has been deliberate and conscientious in prioritizing transformational activities in the most effective sequence.

    The readiness for the burgeoning AI and automation revolution is highlighted, positioning the CSC at the cutting edge of the call center industry. These technologies not only keep the center at the forefront but also serve as a testbed for AI applications throughout the company, leading rather than following.

    The introduction of online GameSense advisors, a hybrid office and work-from-home model, and a completely virtual training environment showcase the adaptability and innovation within the CSC. The transition to AI technology has allowed for a 100% review of cases, offering deeper insights into both customer pain points and agent satisfaction.

    The emphasis on talent development and internal mobility is evident, with a belief in giving people the opportunity to succeed elsewhere in the organization. This supports a pipeline of customer service talent to the organization, aligning with the CSC’s purpose.

    Enhancements in customer surveys and dashboarding have resulted in increased customer survey response rates and maintained an excellent CX score. Internally, exceptional results have been achieved, with high employee engagement scores and a significant increase in the Employee Net Promoter Score.

    We continually fostering a diverse and inclusive workplace by actively ensure that underrepresented and minority groups have meaningful opportunities and a voice. We champions diversity in hiring, career development, and leadership, creating a culture where every employee feels valued and empowered.

    This commitment to diversity and inclusion is integral to our mission of advancing customer service excellence. By embracing a wide range of perspectives and experiences, we enhance our ability to innovate and respond to the needs of our diverse customer base. Our inclusive culture not only supports our employees but also drives better business outcomes and a more responsive service environment.

    Overall, the comprehensive strategy outlined positions the CSC as a leader in customer service, setting new standards and continuously adapting to the evolving landscape.

     

  3. Briefly describe the nominated organization: its history and past performance (up to 200 words):

     

    Total 200 words used.

    BCLC has contributed over $29B in net income to British Columbia since 1985, supporting local communities, charities, and major events. Our commitment extends globally, fostering the healthiest player community through comprehensive player health programs.

    Guided by a profound social purpose, every decision aims to create positive contributions to the communities we serve. In establishing an inclusive culture, we prioritize an environment that empowers all staff, incorporating employee-focused initiatives and implementing bias-free systems.

    BCLC's recognition as one of B.C.'s top employers for 18 consecutive years reflects our dedication to values and fostering an exceptional workplace. In Kamloops, the Customer Support Center is the focal point of BCLC's customer care, delivering world-class support to players, services, internal employees, and vendors.

    With a rich history of innovation, we perpetually drive change within the organization to create the ultimate customer experience. Our goal is not only to meet but to exceed expectations, continually seeking innovative ways adapting to a dynamic business landscape and address the growing demand for our services. The CSC serves as a trailblazer, setting new benchmarks in customer service excellence and remaining agile in the face of an ever-evolving industry, positioning us as leaders in continuous improvement and innovation.

     

  4. Outline the organizations customer service achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):

     

    Total 250 words used.

    Since July 1, 2022, our organization has made significant strides in customer service through the integration of AI technology. The adoption of chatbots and self-service capabilities has led to a remarkable 22% customer deflection rate, accelerating support delivery and enhancing the overall customer experience with quicker assistance.

    Transitioning to AI technology has enabled us to automatically review 100% of cases, a substantial increase from the previous 10%. This has provided deeper insights into customer pain points and agent satisfaction, significantly improving operational efficiency and effectiveness.

    Our commitment to employee success is evident in our internal mobility efforts, which have reduced attrition to just 10% annually, with 70% of that being internal transfers. This focus on career development ensures a stable and motivated workforce.

    Customer feedback has also shown positive trends, with an 11% increase in survey response rates, reaching 22.5%. Our Customer Experience (CX) score remains excellent at 88%, with notable improvements in Issue Resolution (up 7% to 77%) and a substantial increase in Net Promoter Score (NPS) from 18 to 25.

    Internally, we have achieved an 88% Employee Engagement score, a 5% increase from the previous year, and a 64% Employee Net Promoter Score, reflecting a positive and supportive work environment. These achievements underscore our dedication to both customer and employee satisfaction.

    The AI implementation has also streamlined our operations, allowing for real-time data analysis and proactive issue resolution. This has enhanced our service delivery and positioned us as a leader in leveraging AI for superior customer support.

     

  5. Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

     

    Total 55 words used.

     

  6. Explain why the customer service achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):

     

    Total 234 words used.

    The integration of AI technology, resulting in a 22% customer deflection rate, has significantly enhanced support delivery and the overall customer experience. The automated review of 100% of cases represents a notable leap in operational efficiency, distinguishing BCLC in the call center landscape. Compared to industry standards, where many organizations still rely on manual reviews, this automation places BCLC at the forefront of technological innovation.

    Our commitment to internal mobility is exceptional within the industry, reducing attrition to only 10% annually. This approach emphasizes employee success and career progression, contributing to a positive work environment uncommon in call centers. In contrast, many competitors face higher turnover rates, highlighting BCLC’s superior employee retention strategies.

    Outstanding customer survey results, including an 11% increase in response rates, along with notable improvements in Issue Resolution and NPS, underline our dedication to customer satisfaction, setting a benchmark for excellence in the call center sector. These metrics not only surpass industry averages but also reflect significant progress from previous years, showcasing continuous improvement and a customer-centric approach.

    The strategic implementation of a state-of-the-art Voice IVR system has streamlined customer interactions, providing immediate assistance for common issues and efficiently routing complex inquiries to human agents. This innovation has reduced handling times and improved customer satisfaction, reinforcing BCLC’s position as a leader in customer service excellence. Additionally, the Voice IVR system’s adaptability ensures it evolves with customer needs, maintaining high service standards.

     

Attachments/Videos/Links:
British Columbia Lottery Corporation: Revolutionizing Customer Service
URL [REDACTED FOR PUBLICATION]