Call center managers have probably heard about gamification; some of them have delved into this topic to see how it can help their agents, while others haven’t paid much attention to it, and they should have.
If you are one of those who still know a little about gamification or question its effect, here’s a post to assure you to embrace gamification and watch your call center thrive.
What is Call Center Gamification exactly?
Call center gamification is the process by which game elements are applied in the call center environment in order to motivate employees and enhance their engagement which will result in better performance.
With a call center gamification platform, call-center representatives compete to meet their goals and outperform their colleagues. Doling out the rewards depends on a company’s culture, but they most often include leaderboard recognition, trophies, badges, and other prizes.
Call-center managers choose the metrics that will be gamified, which usually include hours worked or KPIs such as average speed to answer, first call resolution, number of dials, total talk time, average after call work time, and percentage of calls handled by type.
Scores of agents are displayed on screen so others can see, or via mobile devices and personal computers.
The call center environment can be gamified via a software application or a system devised by management.
Why you should gamify your call center?
There are several key reasons why each call center should consider gamification.
Get performance insights– which help measure the performance of employees, who meets their goals and who needs more training.
Encourages creativity- Gamification initiates creativity and helps employees think outside the box, which leads to increased productivity and makes work more enjoyable.
Creates team collaboration- it activates collaboration so members of all teams have a chance to create a stronger bond, learn more, and work together on not just meeting personal goals, but the goals of their company.
Employees feel more accomplished- this helps employees have a better insight into how well they can perform and how much they improve over time. Once they see they can do more than they expected or believed they can, it leads them to keep up with such a good performance and gives them something to be proud of.
How to gamify your call center?
Several steps need to be considered when deciding to gamify your call center environment. These are as follows:
To gamify employees’ performance, you need to set performance metrics that are possible to achieve. You also need to have clearly defined goals and time by which these goals should be met.
Aside from these, make a prize list, so employees can track their performance, work on their skills to achieve better results and compete against other colleagues.
Providing your employees with training and additional learning will help them improve their performance. With gamification, you can create videos with learning material, multiple-choice tests, and make discussion topics.
To make gamification more successful, you need to include a reward system. Allotting different prizes for achieving different results will engage agents; they’ll know they don’t work only for their salary, but also some additional awards if they get a high score.