Call center gamification
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Do the agents in you Call Center don't care about their job? Do they not show u to work? Are your sales and support suffering? Here is some information about a gamification solution for Call Centers to improve engagement, perfomance, motivation, and morale.
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Call center gamification
- 1. ENGAGE BETTER Boost Your Contact Center Employees’ Performance and Morale
- 2. Do Your Employees… Feel their daily activities are repetitive? Feel stressed about their targets? Become bored with their work? **YAWN** “
- 3. Do Your Employees… Don’t feel enough respect for their work? Feel that there’s too much micro-management at work? Feel that others have a low opinion about their job? So… you work for a call center… ”
- 4. Generally, most workers feel that there are few, if any, opportunities for growth. *
- 5. You want your employees to... Be sensitive to customer’s need and the engagement experience Be responsible and self-organized Handle work challenges with a positive attitude Continuously learn and improve Deliver the highest level of performance
- 6. But you end up worrying about… Employee Attrition Employee Absenteeism Productivity Issues Behavioural Issues Poor customer service
- 7. So, What’s the Solution? Make the employees More Engaged Understand Their Motivations
- 8. So, What’s the Solution? Make the employees More Engaged Understand Their Motivations GAMIFICATION
- 9. Why Gamification? Gamification harvests various levels of people’s motivation INTRINSIC EXTRINSICMotivation Level Gratification Social Value Fun External Gains Proving Self Achievement Privileges Ownership Autonomy Empowerment Reputation Acceptance Competitive Win Popularity Reciprocity Socialization Thrill Immersive XP Virtual Life Storytelling Surprise Curiosity Lucky Wins Opportunity Exclusive Rewards Free Gifts Financial Gain
- 10. What Motivates Call Center Employees? Gratification Social Value Fun External Gains Respect and Empathy Personal Attention Social Recognition Simpler Work Execution Adding more “Life” to work Time off from Work Financial Rewards
- 11. Employee logs-in to begin her shift- work 1 New Beginnings Imagine a new day in the life of a Call Center Agent
- 12. New Beginnings The system asks her about her well-being status. This feedback is used to evaluate her performance at the end of the day. 2
- 13. New Beginnings Employee sees her dashboard & status 3
- 14. New Beginnings Employee takes a quick assessment after completing her tasks 4
- 15. New Beginnings Regular quizzes keep employees sharp and always prepared 4
- 16. New Beginnings Employee sees her performance over time – she judges where she’s improving, and where there’s scope to improve. 5
- 17. New Beginnings Employee sees how she compares with her colleagues in her team and across the company 6
- 18. New Beginnings Real-time notifications keep her hooked 7
- 19. New Beginnings Interesting conversations in the forums keep her coming back for more, and build up a more engaged workforce. 8
- 20. How Does This Work? Different employee segments need different motivation solutions LOW HIGH LOW HIGH MOTIVATION CAPABILITY Low Priority Engage to Deliver Engage to SustainEngage to Improve
- 21. Engage to Improve Cut out any unnecessary complexity. Make your employee’s work simpler.
- 22. Engage to Improve Boost their empathy so they can connect better with their colleagues. Introduce Social Recognition.
- 23. Engage to Improve Keep taking regular assessments of their abilities and provide them constant feedback.
- 24. Engage to Deliver Give your employees more personal time and attention
- 25. Engage to Deliver Give your employees more Challenges, and reward them for their efforts.
- 26. Engage to Sustain Add Social Recognition. Build up respect for their work in your employees.
- 27. Special Recommendations • Have both individual and team goals • Define mission-driven tasks and challenges • Have daily progress-based gamification dynamics. • Use small game modules ranging from 1 to 5 minutes • Use unlocking features – where employees have to earn privileges • Prefer surprise elements and social-graph based features. • Use highly immersive Serious-Game environments rarely. • Have In-App notification driven experiences. • Use visual clues, help, prompting and pro-active call-to-action is highly desired
- 28. Contact Us John Turner turner@designthinkingconsultinggroup.com (800) 683-3922 @BusinessGamify
- 29. Start Engaging Today © 2016 Design Thinking Consulting Group LLC