Introduction

Gamification is transforming the contact center. It makes daily tasks fun and engaging, motivates agents, boosts performance, and adds game-like elements to the usual work. This will help agents remain focused and productive. 

With customer service as the new top priority, gamification is now part of the main strategy. Keep reading to know everything about gamification in contact centers.

What Is Gamification In Contact Centers?

Gamification in contact centers involves adding points, badges, and leaderboards to routine work. This makes daily tasks more fun, like a game, and engaging for agents. 

It also boosts agent motivation and performance. As a result, customers are happier. It creates an enjoyable, productive work environment where agents are excited to tackle challenges and improve.

Gamification makes daily tasks more fun - Source: Flickr

What Are The Benefits Of Call Center Gamification?

Better Agent Engagement

Gamification increases the motivation of agents, resulting in increased job satisfaction and a huge boost in productivity. Engaged agents are 48% more likely to stay motivated and perform better.

Lower Agent Attrition

Gamification makes the work environment more engaging, thereby reducing the rates of turnover. Employees who feel engaged are 89% less likely to leave their roles. Gamified call centers also realize an improvement in retention by 36%.

Higher Profits

Gamification can strongly enhance profitability for a call center. Companies that utilize gamification are seven times more profitable. By applying it to the sales process, one can achieve up to 40% of sales.

Better Customer Experience

Gamification increases agent performance and customer satisfaction. More engaged agents can improve customer satisfaction scores by up to 10%. It supports agents in retaining crucial skills and knowledge, ensuring better delivery of service.

Gamification makes the work environment more engaging - Source: Flickr

7 Common Types Of Call Center Gamification

Performance Leaderboards

Leaderboards rank agents according to metrics such as sales or customer interactions. This fosters a competitive atmosphere among the agents.

The leaderboards are usually on the screens in the offices, which keeps agents focused on their goals. They encourage agents to improve and rise in the rankings. It's an easy way for managers to see who's doing well and who might need a little help. 

Point-Based Achievement Systems

Point-based achievement systems award agents points for reaching certain targets. The agents earn the points by performing activities such as making sales calls or answering customer queries. This keeps the agents focused and allows the managers to prioritize tasks.

Progress is monitored through the dashboards, and once the agents have achieved a milestone, they are automatically notified. Badges are given as rewards when certain targets are met, such as completing a set number of cold calls. This improves motivation and performance.

Skill-Building Challenges

Skill-building challenges provide agents with the ability to focus on particular goals. Challenges can be short or long-term and have simple, clear objectives.

For example, you might ask agents to clear the callback queue in under two hours or reward the first to make 10 successful upsells. Challenges with a time factor in them are very effective when you're trying to reach a goal that's due at the end of the week or quarter. With gamification, agent improvement leads to team success.

Scenario-Based Training Simulations

Scenario-based training simulations are designed to help agents practice real-world situations. These simulations prepare agents for challenging customer interactions by mimicking tough scenarios they might face.

For instance, they may simulate angry customers or tough questions. This will make the agents mature in the field and develop confidence in their skills. When such conditions arise in live calls, they will be calm while still doing their job to bring such calls to good conclusions.

Collaborative Team Competitions

Call center gamification competitions promote teamwork and good competition. You encourage teamwork and friendly competition when you put agents in teams.

Challenges can be short- or long-term. For example, a one-day event with the most resolved queries wins. Or a longer competition for the best CSAT score at the end of a quarter. These competitions motivate agents, boost morale, and improve performance.

Reward-Based Virtual Currency

Virtual currency is one of the gamification strategies where agents gain company-specific money based on performance. They can save up this currency for bigger rewards. 

The value of the rewards by the agent keeps them motivated and engaged. This system encourages working harder and longer, improving both performance and retention.

Interactive Learning Quizzes

Interactive learning quizzes can be a great way to engage agents. They can be individual or team-based, making learning competitive. These quizzes increase engagement and help with knowledge retention. 

You can use them anytime, like after a training session or as a one-off event. Quizzes also show areas where agents may need improvement, which helps guide future training.

Interactive learning quizzes can engage agents - Source: Pexels

7 Tips To Create Effective Gamification In Contact Centers 

Define Goals

Define clear and realistic goals before you start gamification in your call center. Identify exactly what you want to see and align it to your business needs. 

For example, improving CSAT or handling more cases with a specific goal in sight will make it measurable and help you track progress on whether adjustments are needed or not. Clear goals mean that your gamification strategy is focused and effective.

Clarify Rules

Make sure all agents understand what it takes to win and what they need to do to get there. Set expectations so everyone understands what will be required to participate and to win. Also, be open about when and how results will be shared. This is fair and will encourage active participation by the agents.

Offer Meaningful Rewards

Reward your agents with something that has meaning to them. They can be gift cards, extra time off, or even better, parking spots. If you do not know what will work best, then just ask the agents. 

While there may be a concern about costs, think of it this way: saving even one agent from leaving can offset the costs of these rewards and more.

Balance Challenges

Balance the challenges with the rewards. You need to make sure the reward is equivalent to the effort required to obtain the goal. Use simple rewards like a gift card or an extra break for smaller tasks, such as a one-day challenge.

That makes the bigger accomplishments, like leading in sales, bring incentives like extra time off. Team achievements can be celebrated with group rewards, such as social outings.

Encourage Feedback

Encouraging feedback is key to refining call center gamification. Invite agents to share their opinions through surveys or focus groups to understand what works and what could be improved. 

Acting on this feedback shows employees their input matters, which boosts engagement and morale. This two-way communication ensures your gamification efforts remain effective and relevant.

Collecting and tracking all feedback via StringeeX is also a good choice! 

Review Regularly

Monitor key performance indicators or KPIs to measure their impact. You should gather agent feedback in order to understand how it works. Use this insight to fine-tune strategies; at the same time, retain relevance and an engaging nature. 

Remember, don't overuse gamification! Excessive implementation may diminish its effect and decrease morale. 

Ensure Management Support

Leaders should mention gamification tools in team discussions. For example, they can highlight leaderboards or praise top performers during meetings. 

Doing this makes gamification seem like a regular part of the work. Active involvement by the management builds trust and encourages participation among the employees.

Tips to create effective gamification in call centers - Source: Wikimedia Commons

Conclusion

Gamification in contact centers increases engagement and boosts performance. It motivates agents through clear goals, rewards, and friendly competition. When supported by management, it creates a productive and enjoyable environment. This benefits both employees and customers while improving overall results. 

For further strategies about communication or gamification in call centers, contact StringeeX today!