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Case Study: How a Contact Center Boosted Team Bonding Through Manager-Led Wellness Challenges

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When a contact center group set out to improve employee engagement, they didn’t just want a wellness program—they wanted a way to bring their teams closer together. With over 8,000 employees and a high-paced, shift-based culture, leadership knew that traditional top-down wellness strategies weren’t going to be enough. Instead, they turned to a team-driven approach.

The Challenge

The company’s main goal wasn’t just to increase activity – it was to strengthen team connection. Their workforce spread across multiple locations, faced high turnover and low morale following several years of rapid growth.

Rather than roll out a single, company-wide wellness campaign, the company wanted to empower team managers to run their own challenges and initiatives – customized to their team’s dynamic.

 

The Program

Using Reaction Club’s core platform – integrated directly into their internal manager portal, the company created a scalable system where managers could launch their own team challenges. This gave team leads ownership over wellness and created a sense of friendly competition across the organization.

The program included:

  • Core Platform (with manager portal integration): Managers could create challenges in seconds, view team progress, and celebrate wins

  • Weekly Wellness Tips: Light, relevant tips delivered to all employees to encourage healthy habits

  • Program Manager Support: A dedicated point of contact provided training and ongoing assistance for team leaders

  • Recognition & Rewards: A points-based system for teams and individuals to earn rewards or make donations based on challenge activity

 

Results After 6 Months

The team-based approach paid off with strong participation and positive feedback from both managers and employees:

  • 112 teams created and ran their own wellness challenges on the platform

  • 84% of participating managers reported the program was very helpful in boosting team engagement

  • 64% of employees increased their step count during the program

  • $4,500 in charitable donations were made through reward redemptions

  • Dozens of managers continued to run new team challenges after the initial launch phase

 

Why It Worked

This wasn’t a one-size-fits-all wellness campaign – it was an engagement strategy designed around teams. By making the program manager-driven, the company tapped into internal motivation and created a sense of ownership that’s often missing in traditional wellness programs.

The lightweight integration with the company’s existing manager tools made adoption seamless. Managers could create challenges in just a few clicks, and the Reaction Club support team ensured the experience stayed smooth throughout.

At the same time, employees benefited from wellness content and rewards that helped them stay active and connected without adding pressure to their workday.

 

Looking Ahead

The company continues to promote wellness through its manager network, now with added focus on expanding challenge types and cross-team collaboration. What started as a step-counting program has evolved into a broader initiative that strengthens culture and supports wellbeing at every level of the organization.

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