Depending on how your processes are set up, your QA assurance team can quickly be seen as a customer service Big Brother.
To turn this negative reputation around, creating incentives and friendly competition within the process can create a more positive experience for your customer service agents.
By creating a fun environment and gamifying the process, you’ll be able to motivate staff and improve performance effortlessly. In one survey, employees said that gamification made them feel more connected and created a better sense of belonging.
Before you begin, both your QA and customer service teams should be on the same page. Agents should know the company’s goals, mission, and vision and have aligned their client communication accordingly.
This alignment, of course, should also be reflected in their scorecard. Agents should understand the KPIs they have to meet and have clear processes and instructions on how to go about meeting their goals.
Now the fun can begin!
Below, we’ll discuss how to integrate positive reinforcement through competition and recognition within your QA assurance program.
Take every chance you get to bring attention to your agents’ good work. Whether you work in the same physical space as your staff or work remotely, public recognition is a powerful tool.
Public praise does more than give a pat on the back and has many benefits, including:
- Driving individual performance.
- Creating a sense of pride for the individual.
- Leading peers to also congratulate the individual.
- Motivating the team to increase their performance.
- Building a “feel-good” atmosphere that strengthens team confidence.
A congratulatory meme on the community wall or a written message on the main office whiteboard only takes a few minutes, yet its effects will last long after it’s erased.
At Playvox, people earn Karma points for different actions they take within the platform, including a wide range of QA-related activities.
Over time, staff can use their accumulated points to enter company contests for a chance to win awesome prizes.
Of course, for this to work, incentives have to be pretty attractive. But it doesn’t have to be a trip to the Bahamas — it could be tickets for two at the best local burger place.
Going beyond the prize, it’s up to your organization to gamify day-to-day activity so points stay top of mind. You can do this by sharing individual team members’ point updates and highlighting top performers.
Doing so takes the focus off the prize and creates friendly competition. If a coworker is only a few points away from another, you can bet they’ll work extra hard to close the gap.
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Make Top KPI Scores Public
Being top 20 of 600 students in my school, I remember comparing test scores and grades with my classmates right after we received them. I practically lived for those moments. And it’s doing so that led me to take some of the most challenging classes in the curriculum.
Allowing customer service support staff to see and compare their KPI scores against their colleagues creates the same setting. It builds friendly competition, especially among top performers, and lets them see how they fare on a global scale.
Not only is it motivating to work hard to try to beat other colleagues, but it can also serve to unite staff and strengthen teamwork.
Using those scores, create learning sessions where top performers give tips and tricks of the trade. You don’t have to rely only on the QA team to provide feedback anymore. Letting your agents learn from each other will empower your customer support top performers and encourage further collaboration and agreement with QA. It’s a win-win for all.
It’s about time Quality Assurance became an integrated part of customer service support! Monitoring and giving feedback shouldn’t be a one-sided endeavor. Customer service agents can also take part in the process by making it fun, productive, and empowering for one another.
How do you use recognition to motivate your agents? Tell us in the comments! Then, check out our white paper, Using Workforce Engagement Management to Improve Agent Engagement.