Call Centre Gamification | KPI Consulting Ireland

Gamification

What is Gamification?

Gamification is the process of adding games or game-like elements to a task so as to encourage participation and increase productivity.

The idea of implementing games into the call centre working environment can often send a shiver up the spine of any senior executive, and it’s easy to understand why. A work environment is a professional one, and not one for playing games.

But, what if you can? Michael E. Auer states in his book, Interactive Collaborative Learning, ‘gamification is exciting because it promises to make the hard stuff in life fun’ (Auer, 2017). And this is true!

Culture

There are a lot of plug-ins available to buy, but unless you create the culture within your team, you are wasting money. These games don’t need to be expensive and don’t need to be bought. The most important thing required is the correct leader.

Who is that person in your team who will drive the culture? It doesn’t need to be the manager, but it needs to be someone. We can help you find this person, and we can help you develop the games suitable to your environment.

Attrition

The toughest challenge in a call centre environment is to keep staff engaged - and prevent them from leaving. Attrition rates are still the biggest problem in call centres and the highest percentage affected are the front line employees. Rates taper off as employees move into higher skilled or supervisory positions, but sometimes front line employees don’t stay long enough and sometimes only last 6 months.

It’s a tough job being on the front line. And the more attrition you experience, the more difficult it is to provide an excellent experience for your customers. If your team is enjoying what they’re doing, they will stay for longer. Your customers will hear this when talking to them as it will be heard in the tone;

‘The tone on the phone is the suit at the door’

And…your recruitment costs will dramatically reduce.

‘Look after your staff, and they’ll look after your customers. It’s that simple’ – Richard Branson

Call Centre Games

So sometimes, its important to bring in fun. It’s important that the focus for the team is on productivity for your business, but the most successful games in use, reward those who improve productivity using a game that’s not business related. Talk to us about gamification solutions for your team. To read more about Gamification, visit our blog