5 Reasons Why Gamification Really Matters in the Call Center

5 Reasons Why Gamification Really Matters in the Call CenterKeeping employees motivated is a challenge in every industry. In the call center, however, it can be even more difficult due to the repetitive nature of the job (answering an endless stream of phone calls) and the metrics-based approach used in performance tracking.

One strategy currently being employed by many companies is “gamification”. Essentially, this involves guiding, reinforcing and increasing high-value activity by capturing employee performance data and, in turn, using that data to motivate them.

In effect, gamification builds on the desire most people have for feedback, recognition, and achievement in a peer group. Add to this the potential for rewards (for goal achievement), and it’s easy to see why this concept has become so popular.  (And a big step up from the old days when companies would simply pick an “employee of the month”.)

Here are 5 reasons gamification really matters in the call center:

1. It shortens ramp-up times for new employees.

Gamification improves the process for providing real-time feedback at every step of the training process, allowing trainees to advance more quickly. Accordingly, onboarding time can be significantly reduced. That’s a big plus for an industry that experiences a lot of employee churn.

2. It allows employees to know how they’re doing.

The approach of gamification provides real-time feedback for employees- how they’re performing in relation to co-workers, and how well they’re achieving their own goals. Employees will always know where they stand.

3. It gives managers a better way to incent employees.

When employees are aware of their own performance, they can be more readily encouraged to meet new targets. In this way, managers can use more “carrot” and less “stick” in motivating their staff.

4. Incentives can be automated, and customized.

Gamification automates the process of setting goals and running contests for employees, offering this functionality in a broader platform that can be tailored to meet the specific needs of different teams and individuals.

5. It encourages sharing and mentoring.

By sharing performance data among a community of peers, a collaborative approach emerges in which employees share knowledge and best-practices, and work together to solve mutual challenges. The net result is a positive increase in the knowledge level of all employees, something that’s an enormous benefit to any call center!


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