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Call Center Gamification: Motivating Agents to Excel - Electronic Voice Services, Inc. - ContactCenterWorld.com Blog

Call Center Gamification: Motivating Agents to Excel

Call centers suffer from one of the highest employee turnover rates compared to other industries. Making cold calls or answering the phone as a front-line representative of a company is often exhausting, repetitive and boring. Disengaged call center agents will have more than just a negative effect on themselves, but also on company morale which leads to decreases in customer satisfaction and overall company financial health. How do you keep call center agents motivated with a repetitive job that easily can become less than engaging? Gamification might be the solution.

Gamification is the application of typical elements of gameplay, such as a point system or rules of play, to influence and motivate competitive behaviors and activities and to provide a way of skill measurement. Gamification is a great place to drive employee engagement because it appeals to people’s inherent desire for self-satisfaction, achievement, and self-expression.

Gamification in the Call Center

Call centers can use gamification to reward improvements in productivity for certain individual call center metrics, such as:

  • Number of sales or appointments set by an agent
  • Speed of call resolution
  • Customer-reported satisfaction
  • Number of calls taken per hour
  • Lowering average call handling time by a certain percentage
  • Resolving customer issues without escalation

Having an efficient tracking system in place is key to viewing those results. Ideally with the use of call center gamification, agents can be influenced to achieve a higher level of performance without sacrificing call quality and customer satisfaction. The goals set must be clearly communicated and consistent for all employees.

Not only can gamification be used to lower employee turnover, it also can be used for training purposes and collaboration. Employee onboarding is an expensive process and it takes a certain amount of time to train an effective new employee. Gamification can add incentives to increase the motivation to learn and add ‘levels’ to the training process. Having a leaderboard shows who the most successful agents are for other agents, both new and current, to glean advice from.

How Can Gamification Go Wrong?

A big flaw in gamification is that it will not be right for every agent. Not everyone fulfills their need for self-satisfaction, achievement, and self-expression in a competitive manner. As a supervisor, gamification should be part of your arsenal of many ways to motivate your agents, but understand that every agent is different.

Gamification will also suffer from too lofty goals. While it is nice to have a goal to work towards, an unachievable goal will end up being demotivating. Gamification can lose its intrigue over time without updating goals and without adding personalization, transparency, and immediate feedback.

Cloud Call Center & Call Center Gamification

The Parrot Cloud Call Center leaderboard shows all agents and ranks them daily based on sales made or appointments set. It even includes their picture. The leaderboard helps motivate agents and can add another incentive like contests for the winners each day with prizes. The Parrot also includes various kinds of reports, including several different agents reports that makes tracking and analyzing your agents results easy.

Conclusion

One of the biggest difficulties of managing a call center is keeping employee satisfaction high which in turn keeps employee turnover low. Using call center gamification adds game-like elements for agents to draw motivation from to support employee onboarding, engagement and retention. One can also drive collaboration by encouraging top performing agents to share success stories. Gamification offers an effective way to keep employees happy through intrinsic and extrinsic motivation which in turn will lead to your agents producing better results in the most important metric-customer satisfaction. However it is not an end-all solution for employee motivation and instead should used as one of your many different motivators.

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Cloud Contact Center

Interested in how our Cloud Contact Center fits in with your company? Try our free demo today.
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Source: https://www.evs7.com/blog/call-center-gamification

Publish Date: April 13, 2016 5:00 AM


2020 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918

7.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
 



View more from Electronic Voice Services, Inc.

Recent Blog Posts:
3 Reasons to deploy Dialer Software for Inside SalesApril 26, 2016 5:00 AM
Essential Features for Your Call Center Software SolutionApril 19, 2016 5:00 AM
Call Center Gamification: Motivating Agents to ExcelApril 13, 2016 5:00 AM
4 Call Center Phone Features to Reduce Average Call TimeMarch 29, 2016 5:00 AM
Call Center Tracking: Why Tracking Results is ImportantMarch 28, 2016 5:00 AM
5 Reasons Why Cloud CRM is Perfect for Small BusinessesMarch 22, 2016 5:00 AM
VoIP Dialer Software: Leaving the Traditional PBX System Miles BehindMarch 22, 2016 5:00 AM

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