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Ask any contact centre manager and they will agree that keeping their agents continually motivated, (in particular those with a longer tenure) throughout the year can be a challenge. These days, agents are dealing with surges in call volumes, changing technologies, increasingly complex customer cases across multiple channel touchpoints and last but not least, the aspiration to be appreciated and acknowledged in the work environment for all of their hard work.
As a result, agents can lose morale if they feel there is no overall incentive to stay. Ensuring your staff are engaged is vital to the success of any contact centre. Happier staff means happier customers. So where do you start? And how can Gamification help?
Gamification
Gamification is gaining traction in business environments as organisations are beginning to realise the value it can bring. Even companies such as Yahoo, LinkedIn and Amazon have incorporated gamification as part of their business strategy.
In an environment such as the contact centre, gamification is in its element, with its ability to incorporate the fun and competitive nature into the workplace whilst also pushing agents to perform to the best of their ability, in line with your own business goals such as customer service and quality.
How exactly does Gamification work?
With Teleopti’s gamification module (the first vendor worldwide to introduce a game like environment in a workforce management solution), contact centre agents are positioned as players of a game. The system with which the game is based on, rewards performance (by awarding gold, silver and bronze medals) - based on pre-determined parameters and metrics. As well as this, the contact centre manager/supervisor is able to upload their own key metrics in alignment with business goals and set games for different periods e.g. ongoing, monthly, weekly or daily!
Tip: Games are permission-based so it is possible to enter agents from different teams, sites or skills if required e.g. a game can be set up just for new starters or for those who need to improve quality scores.
These medals can be traded in for prizes e.g. being first in line for the next shift or holiday bid or perhaps an iPad. As a result, agents are encouraged to reach specific targets and improve their performance, ultimately reducing absenteeism and agent turnover.
With the gamification module, reports and statistics are compiled on a daily basis, allowing agents to keep on track of their ‘game progress’ monitoring if they have earnt a medal or won a prize on their agent portal.
Tip: With gamification, metrics such as number of handled calls, adherence and pre-set targets can all be measured and used. However, for certain metrics, targets and exceptions must be put in place to ensure agents won’t just rush through calls resulting in lower customer satisfaction for example.
Benefits of Teleopti Workforce Management Gamification
Positive reinforcement (agents perform to the best of their ability – in a manner that’s interesting and that holds their attention)
Upload you own KPI’s in line with your business needs
Agents can follow gamification leaderboards which creates healthy competition
Encourage loyalty
Reduce absenteeism and agent turnover
Improve culture
Gain performance insights
Increase your return on investment
Re-invigorate staff with longer tenure
Interested in finding out more? Check out our Workforce Management solutions >
About Teleopti & Business Systems As top global providers of Workforce Management solutions, Business Systems (UK) Ltd and Teleopti work together to provide across the board services in Workforce Management for operational consultancy, technical implementations and training, culminating in improved customer satisfaction, employee engagement and maximised ROI.
Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
2.)
PCA Advisors Ltd
Contact Center Sales - growth and marketing strategies I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.
3.)
Vads
PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.
4.)
SCC Services Group
Contact Center Operations Performance Management In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
- Contact Center Operational Assessments - Human Capital Management - Organizational Structure - Brand Marketing - Strategic Planning - Sales and Customer Care Tra... (read more)In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
- Contact Center Operational Assessments - Human Capital Management - Organizational Structure - Brand Marketing - Strategic Planning - Sales and Customer Care Training - Technology Selection - Deployment of Technology in Customer Contact Centers.
Our client engagements are directed at identifying projects that will have the highest return in terms of profit, productivity, customer and employee satisfaction.
In addition to delivering high customer satisfaction, Contact Center management teams are also requested to maintain or reduce operating budgets and get more production from their staffs. To this end contact centers must find ways to become more efficient and flexible then ever before.
Based on today’s business requirements and the vast growth in Customer Contact Centers there is demand for expert guidance to assist organizations with the many tactical issues of the day, strategic planning and to act as a resource on current and future projects.
If your organization has a need for Contact Center Consulting, Brand Marketing, Human Capital Assessment and Development, Application Development and Integration, Outsourced Services or Sales and Customer Service Training, SCC Services Group brings a unique brand of expertise to the table based on years of “real life” experience and is in position to fill this demand for start-up, growing or under performing operations.
5.)
The Taylor Reach Group
Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project. Taylor Reach has worked with contact cen... (read more)Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project. Taylor Reach has worked with contact center and customer service organizations as small as 4 agents and as large as 24,000. We have worked with leading brands, not for profits, governments and advised industry leaders in multiple verticals. Our services include; Customer Experience Assessments and Benchmarking Contact Center Strategic Assessments Contact Center Audits and Benchmarking Training Curriculum Design and Development Technology Selection and Acquisition Operational Model Development Omni-Channel, Multi-Channel Outsourcing/Offshore Suitability Assessments In-Sourcing Assessments Home Agent Assessment Process Improvement Knowledge Management Site Selection Organizational Design & Development Best Practices Whitepapers & Research Projects,
More than 15,000 call/contact center agent positions globally employ Taylor Reach designed contact centre operational models; we have the knowledge and experience to help your center management.
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