What is Call Center Gamification?
According to Talkdesk:
Call center gamification is the implementation of game mechanics in the call center as a way to motivate employee engagement and achievement.
Managers or the management teams must have been brainstorming about what game plans to increase productivity within their departments or clusters. They are thinking of what is best for the agents as well as for the company and client. They talk about details, qualifications, game rules, prizes, and most of all the benefits the company will get when imposing this. So, before rolling out the plan, managers and the members of operations should make sure that they have the correct system to extract data, which is important. They ensure that the numbers are visible for everyone.
Meeting and brainstorming are the most important things to happen before laying out the cards. People are more excited when the game is well thought of. They get bored at some point of the competition if there is no thrill. Plan to execute the game and not just announcing it. Show your people that you are excited as the implementor. Print out matters or announcements after discussing the mechanics per team. Ensure that there is participation. The commitment should always follow. Prepare reporting team to send daily or weekly reports depending on your campaign’s set up. And most importantly, display the prizes where it is visible to all the agents. This way, they are motivated to participate.
There are a lot of stuff – work-station decor contest, race to the top, and many other gamification that is based off popular TV show, like Survivor, Hunger Games, or other ideas like Car Race — these will inject call center key performance indicators like HIGHEST CUSTOMER SATISFACTION RATE, CALLBACK PERCENTAGE and many others.
This will increase productivity for sure. However, you must let your team know the purpose.
What are the disadvantages? While there are a lot of things to benefit from the gamification, there will always be disadvantages. We don’t live in a perfect world, after the gamification, what do leaders want to accomplish? Are they expecting their subordinates to produce good numbers without being awarded? I will end this post with these two questions.