Do the agents in you Call Center don't care about their job? Do they not show u to work? Are your sales and support suffering? Here is some information about a gamification solution for Call Centers to improve engagement, perfomance, motivation, and morale.
2. Do Your Employees…
Feel their daily activities are repetitive?
Feel stressed about their targets?
Become bored with their work?
**YAWN**
“
3. Do Your Employees…
Don’t feel enough respect for their work?
Feel that there’s too much
micro-management at work?
Feel that others have a low opinion
about their job?
So… you work for a call center…
”
5. You want your employees to...
Be sensitive to customer’s need and the engagement
experience
Be responsible and self-organized
Handle work challenges with a positive attitude
Continuously learn and improve
Deliver the highest level of performance
6. But you end up worrying about…
Employee Attrition
Employee Absenteeism
Productivity Issues
Behavioural Issues
Poor customer service
7. So, What’s the Solution?
Make the
employees
More Engaged
Understand
Their
Motivations
8. So, What’s the Solution?
Make the employees
More Engaged
Understand Their
Motivations
GAMIFICATION
9. Why Gamification?
Gamification harvests various levels of people’s motivation
INTRINSIC EXTRINSICMotivation Level
Gratification Social Value Fun External Gains
Proving Self
Achievement
Privileges
Ownership
Autonomy
Empowerment
Reputation
Acceptance
Competitive Win
Popularity
Reciprocity
Socialization
Thrill
Immersive XP
Virtual Life
Storytelling
Surprise
Curiosity
Lucky Wins
Opportunity
Exclusive Rewards
Free Gifts
Financial Gain
10. What Motivates Call Center
Employees?
Gratification Social Value Fun External Gains
Respect and
Empathy
Personal
Attention
Social
Recognition
Simpler Work
Execution
Adding more
“Life” to work
Time off from
Work
Financial
Rewards
11. Employee logs-in
to begin her shift-
work
1
New Beginnings
Imagine a new day in the life of a Call Center Agent
12. New Beginnings
The system asks her about
her well-being status.
This feedback is used to
evaluate her performance
at the end of the day.
2
20. How Does This Work?
Different employee segments need different motivation
solutions
LOW HIGH
LOW
HIGH
MOTIVATION
CAPABILITY
Low Priority Engage to Deliver
Engage to SustainEngage to Improve
21. Engage to Improve
Cut out any unnecessary complexity.
Make your employee’s work simpler.
22. Engage to Improve
Boost their empathy so they can
connect better with their colleagues.
Introduce Social Recognition.
23. Engage to Improve
Keep taking regular assessments
of their abilities and provide
them constant feedback.
25. Engage to Deliver
Give your employees more Challenges,
and reward them for their efforts.
26. Engage to Sustain
Add Social Recognition.
Build up respect for their work in
your employees.
27. Special Recommendations
• Have both individual and team goals
• Define mission-driven tasks and challenges
• Have daily progress-based gamification dynamics.
• Use small game modules ranging from 1 to 5 minutes
• Use unlocking features – where employees have to earn privileges
• Prefer surprise elements and social-graph based features.
• Use highly immersive Serious-Game environments rarely.
• Have In-App notification driven experiences.
• Use visual clues, help, prompting and pro-active call-to-action is highly desired