Gamification is about more than just playing games. It’s about applying game concepts to positively impact the tasks that people do every day. And it just so happens that call centers make perfect candidates for implementing gamification because their work often involves following a script, solving problems and occasionally interacting with customers.
What is gamification?
Today’s contact centers are under constant pressure to do more with less. They are being asked to increase productivity and efficiency while simultaneously delivering an excellent customer experience. To meet these challenges, many contact centers are turning to gamification.
Gamification is the use of game mechanics and game-thinking in non-game contexts to engage users, solve problems, and drive desired outcomes. When applied to the contact center environment, gamification can drive positive behavior change by motivating agents to stay focused and engaged, and by encouraging them to continuously improve their performance.
There are a number of different ways to gamify a call center, but some common elements include leaderboards, badges, and points. Leaderboards can create a sense of friendly competition among agents and motivate them to outperform their peers. Badges can be used to recognize agents for meeting specific goals or reaching certain milestones. And points can be awarded for various activities such as making calls, completing tasks, or providing excellent customer service.
When implemented correctly, gamification can be a powerful tool for increasing productivity and improving the quality of customer service in the contact center. If you’re looking for ways to boost agent performance at your call center, consider implementing some of these gamification strategies.
Benefits of Gamification
Gamification is a process of using game design elements in non-game contexts. When applied to the call center, it can help create an engaging environment that motivates agents to perform at their best.
Some of the benefits of gamification include:
1. Increased productivity: Gamified call centers have been shown to boost agent productivity by up to 30%.
2. Improved quality of service: By making agents more engaged and motivated, gamification can lead to improved quality of service for customers.
3. Reduced turnover: Call centers often have high turnover rates, but gamification can help reduce this by making agents more satisfied with their jobs.
4. Increased sales: A well-designed gamification program can incentivize agents to sell more, resulting in increased revenue for the call center.
There are a number of different gamification techniques that you can use in your call center to increase productivity. Here are just a few examples:
1. Use leaderboards to encourage friendly competition.
2. Offer incentives for meeting or exceeding targets.
3. Give employees “points” for completing tasks or taking calls, which they can then redeem for prizes or rewards.
4. Use game-like elements in your training programs to make learning more fun and engaging.
5. Encourage social interaction and collaboration by setting up team-based challenges with rewards for the winning team.
Why does Gamification work for call center operations?
Gamification is the process of adding game-like elements to something in order to make it more fun and engaging. When it comes to call center operations, gamification can help increase productivity by making the work more enjoyable and motivating employees to perform at their best.
There are a few key reasons why gamification works so well for call centers. First, games are inherently motivating and engaging. They tap into our natural desire to compete and succeed, which can be a powerful motivator. Additionally, games are interactive and require focus and concentration – two things that are essential for productive work. Finally, games provide feedback that helps us learn and improve over time.
When these same principles are applied to call center operations, they can have a significant impact on productivity. Gamified call centers see increased employee satisfaction and motivation, leading to better performance. Additionally, employees in gamified call centers receive regular feedback on their performance, which helps them identify areas for improvement and continue to grow and develop over time.
If you’re looking for ways to increase productivity in your call center, gamification is definitely worth considering. By making the work more enjoyable and engaging, you can encourage your employees to give their best – resulting in a more productive workplace overall.
How can you measure the effectiveness of gamification?
There are a few key ways you can measure the effectiveness of gamification in your call center. First, look at employee satisfaction scores. If employees are more satisfied with their jobs after gamification has been implemented, that’s a good sign that the system is working. Another way to measure effectiveness is to look at how many calls are handled per hour. If gamification leads to an increase in productivity, you should see a corresponding increase in the number of calls being handled. Finally, you can also measure the percentage of calls that are resolved during the first call. If more calls are being resolved without the need for a follow-up call, that’s another positive sign that gamification is working well in your call center.
Examples of Gamified Call Centers
1. Inbound call center: The inbound call center is the most common type of gamified call center. In this type of call center, agents are given a set amount of time to complete a certain number of calls. If they complete the calls within the allotted time, they are rewarded with points or other incentives.
2. Outbound call center: The outbound call center is less common than the inbound call center, but it can be just as effective. In this type of call center, agents are given a set number of calls to make in a certain amount of time. If they make the required number of calls within the allotted time, they are rewarded with points or other incentives.
3. Blended call center: The blended call center is a mix of the inbound and outbound types of call centers. In this type of call center, agents are given a set amount of time to complete a certain number of calls. If they complete the calls within the allotted time, they are rewarded with points or other incentives.