Call Center Gamification – Ideas, Techniques, & Benefits

hey everyone this is Nate from get VoIP
and today we're covering the techniques
and benefits of call center gamification
let's get right to
call center gamification is an employee
engagement and performance incentive
strategy that turns call center activity
and kpi monitoring into interactive
often company-wide games with
leaderboards points and Rewards
gamification is used for ongoing
long-term employee performance and
customer satisfaction monitoring as well
as time-bound and goal-based activities
gamifying standard call center wallboard
analytics makes it much easier and much
more entertaining for admins and
business owners to simultaneously
monitor departments individual agents
project progress and even overall
company activity when choosing metrics
to monitor it's important to select
metrics agents truly have control over
not metrics that are primarily
influenced by outside factors like
customer availability supervisor
schedules or software malfunctions and
downtime regardless of game mechanics
goals types or players there are a few
key elements that make games successful
engaging effective and even addicting
let's cover the most important game
elements to take into account When
developing your call center gamification
strategy firstly Motivation contact
center agents are likely to be the most
motivated by the game rewards sense of
competition and the subsequent
recognition that comes from winning the
game or completing the challenge
next would be clear benchmarks of
success determining your motivation for
developing a game makes it easier to
define and explain game rules choose and
measure performance thresholds or kpis
and create scoring systems and
objectives
the way you define and measure success
within the game must be clear simple
uniform and consistent because those
benchmarks allow agents to self-evaluate
and understand how they rank in
comparison to their colleagues next we
have feedback and recognition
scoring systems and prices aren't just
incentives for team members to keep
playing games they also provide an
opportunity for employee recognition
among colleagues and higher ups but not
all feedback needs to be publicized and
not all of it has to be 100 positive
lower scores on games can indicate a
lack of employee interest engagement or
effort or they may signal that employees
just don't understand the material next
is learning and reinforcement while
increased productivity and more sales
are certainly A major benefit of
successful gamification techniques the
real goal of these games is to help your
agents become better employees
ideally agents learn something from each
round level or complete game and future
gameplay helps to reinforce the game's
lessons we'll now review the top
gamification benefits and explain just
why it's such an effective engagement
tool making gamification a part of your
workplace greatly increases Employee
Engagement satisfaction levels and boost
morale resulting in decreases in
employee turnover gamified performance
data makes it much easier for managers
to quickly evaluate quality management
kpis and productivity levels in one
place the call center wallboard
gamification provides a unique way to
monitor in-house and remote employees
identify top talent and optimize age of
performance and schedules managers can
create challenges designed to offer
insight into specific kpis like outbound
call volume or sales revenue per agent
we'll Now cover popular gamification
elements and approaches first
leaderboards leaderboards are always on
game agent rankings and scores that are
updated in real time and in most cases
visible to the entire company either
virtually or in office
leaderboards have long been considered
one of the most effective ways to use
gamification to motivate agents and
create a sense of friendly competition
display the top 3 5 or 10 spots or give
company-wide ranking a try create alerts
when leaderboard positions change
next we have player avatars characters
and profiles each agent should be able
to customize their own avatar by
choosing their name hairstyle clothing
eye color and even personality traits
some games may require participants to
choose from a variety of preset
characters While others let agents
create profiles with their photo job
title team or Department listed
next we have badges and trophies virtual
Badges and trophies let ages showcase
their past achievements to other
employees and are a great way to Mark
the completion of smaller changes or
agent Milestones within a larger
competition agents could receive badges
for every 10 50 or 100 calls made for
every two hours of talk time for every
500 in sales revenue generated or
whatever other metric you choose next we
have countdowns and timers entire games
or smaller tasks within a larger game
can have time limits and countdowns to
motivate team members for short bursts
having highly visible real-time
countdown clocks even for longer
competitions serve as a reminder and
motivator and can be a great tool to use
to achieve some last minute results
before the end of the week or a business
quarter next we have World building
World building and simulation games give
team members the chance to create
customize and Rule their own worlds from
the ground up in addition to the obvious
management and Leadership skills World
building games Foster these games are
incredibly addictive and engaging
remember Farmville Age of Empires The
Sims
next we have goal based challenges
challenges are short term one-time
competitions with a clear and simple
objective like the first agents week 100
outbound calls wins a 50 gift card to
the restaurant of their choice or
if we can clear out our callback queue
in three hours everyone can come into
work an hour later tomorrow
if goals are not met no prize is given
next we have team-based play creating
teams of Agents randomly by Department
by skill set or by any other category
you'd like is an excellent way to
increase teamwork accountability and
collaboration it's an especially
effective strategy for engaging
employees that may not be motivated by a
sense of healthy competition or gameplay
because it takes the focus off
individual success and it places it
instead on the idea of supporting
teammates next we have puzzles whether
it's a word search crossword memory
based game or even a virtual version of
a traditional puzzle giving call center
agents one piece at a time is a great
reminder that all their actions are part
of a larger picture next we have battles
especially for team members that thrive
under pressure and enjoy competition
one-on-one boss battle style games are a
fun way to identify top performers
Health weaker agents learn from more
experienced ones and create a sense of
camaraderie between employees by having
them cheer each other on next we have
quizzes and tests gamified quizzes and
tests make employee training both
onboarding and continuing education more
engaging comparing agents test scores
provides insight into which parts of
your training materials need revision
and which aspects are the most difficult
for employees to master next simulation
and storytelling creating an engaging
narrative that elicits an emotional
response in your team members is the
basis of any quality simulation or story
based game as agents meet their
benchmarks hit a certain number of
customer interactions or score a certain
percentage on the test they can advance
further into the story next strategy
scarcity resource allocation resource
allocation games are an excellent model
for Budget management training while
scarcity based Games Keep employees
motivated focus on the task at hand and
encourage creative thinking strategic
games encourage collaboration improve
the decision making process and can help
break up the sometimes routine nature of
call center operations next chance based
games chance based games alongside
surprise in-game challenges or sudden
challenges to the rules perfectly
prepare team members for how to find
Creative Solutions to unexpected
situations like supply chain issues peak
season understaffing or customer
complaints
those games teach employees how to think
on their feet and how to keep their cool
Under Pressure developing gamification
rewards for call center agents is one of
the most important and fun parts of the
process your reward system needs to
consistently motivate agents while
remaining attainable the points or
performance metrics needed to obtain the
rewards should be reasonable take place
in a sensible timeline and be in line
with current company expectations
if rewards aren't realistic or Worse
seem intentionally unattainable
gamification may have the opposite
intended effect on agents next they
gotta be fair to Performance
expectations rewards should reflect the
level of effort required as well as the
length of the game or challenge itself a
10 coffee shop coupon isn't going to
motivate agents to increase their talk
time by 50 percent in two months but it
could be the perfect reward for a 30
minute sales revenue generation race
next they got to be desirable you gotta
make sure that your rewards are what
your agents actually want not just what
you think they want by creating polls or
asking for reward ideas at the meetings
regardless of the rewards you choose
don't forget that employee recognition
should be included alongside the reward
make sure winners feel recognized among
their colleagues by hosting virtual
rewards ceremonies sending a
company-wide congratulations email or
instant message making an in-office
announcement or highlighting the
Winner's name on leaderboard
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till next time this is Nate from get
void
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