#contactcenterworld, @novelvox

It is widely acknowledged that, despite the best efforts of empathetic managers, a large proportion of the tasks assigned to agents are repetitive, inflexible and monotonous. Unfortunately, this is the nature of the work, but it’s also an unintended result of the drive to increase efficiency. Since staff wages represent up to 70% of the total operating costs, it’s important for contact centres to focus on ways to motivate their staff, encourage them to increase productivity and deliver results for the business.

These stern processes, prescribed agent scripts and practical performance measurement systems are to be thanked for the increase in contact centre productivity, and also help to keep costs under control. Yet in many cases, agents are unhappy about these things, as they feel undervalued as individuals and consequently lose motivation. In order to promote a positive brand image, it is essential that you offer good customer service, and a dissatisfied team of agents can damage this. 

Although the name may suggest that this is a game, like you might play on a smartphone or tablet, rest assured, this is not the case. The idea of Gamification is that the system applies elements of gaming to non-game content, with the aim of making it more attractive to users. At its heart, it combines enjoyable gaming principles such as competition, fun, teamwork and reward and applies these to non-gaming activities; such as contact centre work.

Gamification has proven successful when used in contact centres to engage and motivate staff. If used effectively, it can increase agents’ job satisfaction, improve performance, and generate a more positive atmosphere in the workplace. The system includes incentive schemes and competitions as well as the publishing of performance metrics. Needless to say, this fits perfectly with the current digital climate.

One of the many features Gamification has to offer is instant feedback. The system will recognise and record an agent’s achievement as soon as they successfully complete a task assigned to them. This transparency makes it easy and fun to use for running competitions, as individuals or teams can constantly compare their performance to that of others, and goals can be updated at anytime to encourage optimum productivity. Award ‘badges’ display recognition for good work and for achieving set targets.

Of course, such competition can lead participating parties to become extremely competitive, so to ensure the competition remains friendly and healthy, Gamification encourages collaboration.

The system can also be used to train new staff through e-learning: a platform which rewards agents for successfully completing various training activities. This feature can help to reduce training costs and allows for greater flexibility, since agents can undertake the training at times that fit most conveniently into their schedule, giving them more control over their learning.

Happy agents= happy customers. It’s as true as it is cheesy, and Gamification has a huge role to play in balancing the equation.

#contactcenterworld, @novelvox