HR Management for CX

Don’t Use Gamification in Your Call Center? Here’s Why You Should


Let’s start by understanding that the term “gamificationdoesn’t mean giving your employees free time to play games on their personal tablets or company computers during work hours.

“Gamification” means taking the most successful facets of gaming, such as loyalty programs and challenges and points, and applying them to your quality, performance, training modules and incentive programs in order to increase employee productivity and job satisfaction.

Still, you may have:

5 Doubts about Using Gamification in your Call Center

But we have 5 reasons why, if you don’t use it yet, you should.

  • Playing games can’t help improve my employees’ performance quality.
While the gaming practice encourages employees to compete, employees also learn to work toward the common goal of increasing call center response time. Employees can win awards for reaching particular call volume goals, but they also learn that their success leads to a corresponding increase in revenue. In other words, good-spirited competition fosters staff engagement toward company-set goals.Implementing an award system spurs increased productivity, engages employees, and turns them away from indifference toward the more boring mechanics of their jobs. 
  • Gaming can’t help my company hire top talent.
Yes, it can. Employees spend a good portion of every workday chained to their desks. They don’t dream to do mind-numbing work. They want to have fun while they earn money to live. This is especially true of the work pool of 20- and 30-somethings who have grown up with game systems and hand-held computers since they were toddlers.

Experience Gained

Incorporating gaming concepts into call center work life can go a long way to entice top talent as part of the call center team. It plays upon the desire to join a group that enjoys coming to work every day; that enjoys the recognition — by management — of a job well done. An excellent example of gamification used for hiring purposes is the U.S. Army. The Army has used games for training purposes for a very long time but in 1998 it turned its attention to gaming as a recruiting tool.  By 2008, the Army had four portable units providing a “virtual army experience” in shopping malls and other public venues. The response? Potential new recruits in the millions. 
  • Gaming doesn’t help build my business. 
Not only can gaming improve your call center statistics, gaming can also help build your brand. Employees, excited about the company that they work for, will help support that company by buying its products. They’ll let everyone know what a great company they work for and how great the products are. They will carry the message of your brand to their large and small circles of contacts. Word of mouth is a powerful tool when that word comes from a trusted circle of friends.
  • My call center staff has low morale due to quick turnover. Gaming won’t help that.
Oh, but it can. Games are the hard work of childhood. As children, we learned the skills we needed to succeed in life, in social relationships, and in school/work as we played in kindergarten with our friends and at home with family. As adults, many of us don’t have opportunities to have fun in our jobs. The happiest people at work are the ones who get to play at something they are passionate about and get paid at the same time! Time flies for them and the job does not feel like work. Incorporating gaming concepts into call center management tactics can tap into that sense of fun.

Building strong foundations

Awards also recognize that the call center job is important to the success of the company as the employees see their improved call center numbers adding up to increased company revenue. Gaming techniques can help train your new employees in company values, policies, protocols and job responsibilities in ways that are effective, enjoyable and fun to learn. In other words, gaming techniques energize learning. Your employees will want to learn the skills and techniques that will make them successful and, in turn, this attitude increases your company’s training success. Perhaps even more important, gaming makes them want to stay. 
  • We have call center staff in our home location but we also have call center staff serving us remotely. Gaming will only be useful to our core staff.
False. Your company can employ consistent gaming modules across your call center spectrum. Design and execute the awards and incentives on a consistent basis, whether the employee works in the call center or works remotely. Competition take place within the group as a whole, including remote employees. Gaming will improve the social interaction between the call center staff in the home location and the remote workers. They will feel more connected to the company and to their co-workers when they face the same recognition standards. Remote workers may also benefit from consistent training and coaching standards that now must apply to every call center employee regardless of location.

To talk more about gamification, or to inquire about PlayVox’s employee engagement platform for call centers, please contact us.

PlayVox brings together quality, performance, training, coaching, rewards and team communication together in one platform. That’s gaming you can use!

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