Gamification in Contact Centers

“Gamification is at the core of revolutions”

― Vineet Raj Kapoor

Gamification has been growing immensely in popularity for several years now and is increasingly becoming a popular trend in customer engagement. It’s no secret that gamification can be a powerful tool in attracting and retaining customers in social media and other areas such as gaming and entertainment. But gamification is not limited to entertainment or communication platforms like Facebook or Twitter. It can also be used in business environments—particularly those that add constructive playful environments for employees, like the eVULX products for team building, leadership strategies etc.

Read on for some insightful information on call center gamification:

What is gamification?

Gamification is the use of game design techniques in non-game contexts. It’s a tool that can be used to motivate employees and increase productivity in call centers while also making your call center more fun and engaging for employees. Read more on 6 Gamification Strategy Tips for Your Business.

Gamification in Contact centers

Did you know, as stated by eLearning Industry, 89% of employees would feel more engaged in the workplace if there were gamified activities? Gamification in the contact center environment is not a new concept; however, it has received increased interest and attention in recent years due to its positive impact on sales, recruiting, training and productivity, mainly focusing on the following factors.

A slight change is always good to break the monotony and boost agent morale, and a gamification call center is a proven method to raise agent productivity. The ideal gamification undertaking must check these boxes.

1. Motivation to complete a task (reward incentive)
2. Accumulative rewards for progress towards the final goal (good appraisals)
3. A feeling of competition.

Here are a few factors that complement gamification methods and its powerful impact.

1.  Motivation and productivity

Gamification will help to urge agents’ performance and increase their productivity as well as the satisfaction provided to customers. In this way, people enjoy their work and find it more attractive. Contact centers can be a challenging environment for agents. As a result, employees often experience low motivation, frustration and burnout, leading to high attrition. Employees need to feel more motivated, engaged and rewarded to achieve better performance.

Here’s your checklist:

1. Improve employee performance.
2. Increase productivity.
3. Reduce attrition.
4. Boost your bottom line.

2.  Tools of the trade

So, what do you need to turn your contact center into the next hot spot for gamification? Here are some of the most effective tools:

1. Competitions and rewards: If you have a group of agents who work together, set up competitions between teams or individuals on various metrics such as speed, accuracy and number of calls handled. These contests can be monthly or quarterly based on which works best for your company. Each winner should receive a prize or reward that makes them feel good about themselves while encouraging other teammates to strive harder to win next time!

2. Levels and leaderboards: Gamification doesn’t stop with giving out awards – it takes off when you start using levels and leaderboards! This allows people who aren’t necessarily competing for prizes but still want recognition for their hard work to know exactly where they stand compared to others in their team/department/company overall.

Levels and leaderboards

Leaderboards are a great way to show your employees’ progress and provide them with positive reinforcement. They can also be used to motivate employees by giving them extra incentives to outperform their colleagues.

Levels are a more traditional way of measuring progress, but they’re still effective in games emphasise competition between players. Levels will help you see how much an employee has progressed over time so you can provide accurate feedback on their performance or training needs. Which will ensure they reach their full potential and remain motivated throughout their career with your company!

Competitions and rewards

When it comes to motivating employees and boosting performance, competitions and prizes can play a significant role. Competitions can be based on sales, customer service or performance. These competitions are usually held at the end of the month or quarter. The winners are rewarded with prizes, bonuses or recognition.

The idea is that competition will motivate employees to work harder and achieve more. Winners should be rewarded with prizes such as gift cards or bonuses and recognition like certificates or trophies that can be displayed on their desks or walls at work. While there is no 100% guarantee that this will happen, people will try harder when they know that there’s something on offer for them if they succeed.

Strategies to Promote Call Center Sales

1. Gamification as an incentive in Call centers
2. Gamify training on customer experiences
3. In-game dynamics
4. E-learning to settle Contact center’s processes

Improve employee performance, reduce attrition and boost your bottom line.

The idea of using games and gaming techniques to boost productivity and motivation is not new. However, despite their popularity and proven effectiveness in entertainment contexts such as social networking or casual gaming, gamification techniques have been slow to catch on in business settings. This is perhaps because traditional business models are so far removed from those of games that it’s hard for leaders to conceive of how technology could be used together with existing workflows in order to improve them.

Why gamify your contact center? Call center gamification ideas can improve employee performance, reduce attrition and increase your bottom line. It’s been proven to help improve customer satisfaction, employee engagement and retention. Plus, it’s easy to implement!

Conclusion

The opportunities for support departments to use gamification are plentiful and many of these options have the potential to reduce support costs, improve operational performance, and improve customer satisfaction. This article explores and provides several ideas for gamification in your contact center or help desk environment. You can then use these as inspiration for your gamification contact center strategy, tailored to your unique needs.

Gamification has been used successfully in other industries, but it’s still reasonably new to contact centers. With so many companies adopting this practice, however, it is only a matter of time before we see widespread adoption within this segment. The benefits are clear: increased productivity and better morale among employees who feel invested in the success of their team or company.

Visit eVULX for more gamified solutions.