call center gamification

29
ENGAGE BETTER Boost Your Contact Center Employees’ Performance and Morale

Upload: john-turner

Post on 14-Jan-2017

149 views

Category:

Business


0 download

TRANSCRIPT

ENGAGE BETTERBoost Your Contact Center Employees’ Performance and Morale

Do Your Employees…

Feel their daily activities are repetitive?

Feel stressed about their targets?

Become bored with their work?

**YAWN**“

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… ”

Generally, most workers feel that there are

few, if any, opportunities for growth. *

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

But you end up worrying about…

Employee Attrition

Employee Absenteeism

Productivity Issues

Behavioural Issues

Poor customer service

So, What’s the Solution?

Make the

employees

More Engaged

Understand

Their

Motivations

So, What’s the Solution?

Make the employees

More Engaged

Understand Their

Motivations

GAMIFICATION

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

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

Employee logs-in

to begin her shift-

work

1

New BeginningsImagine a new day in the life of a Call Center Agent

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

New Beginnings

Employee sees

her dashboard

& status

3

New Beginnings

Employee takes a

quick assessment

after completing

her tasks

4

New Beginnings

Regular quizzes

keep employees

sharp and

always prepared

4

New Beginnings

Employee sees her

performance over time –

she judges where she’s

improving, and where

there’s scope to improve.

5

New Beginnings

Employee sees how she

compares with her

colleagues in her team

and across the company

6

New Beginnings

Real-time notifications

keep her hooked

7

New Beginnings

Interesting

conversations in the

forums keep her coming

back for more, and build

up a more engaged

workforce.

8

How Does This Work?

Different employee segments need different motivation

solutions

LOW HIGH

LOW

HIGH

MO

TIV

AT

ION

CAPABILITY

Low Priority Engage to Deliver

Engage to SustainEngage to Improve

Engage to Improve

Cut out any unnecessary complexity.

Make your employee’s work simpler.

Engage to Improve

Boost their empathy so they can connect better with their colleagues.

Introduce Social Recognition.

Engage to Improve

Keep taking regular assessmentsof their abilities and provide them constant feedback.

Engage to Deliver

Give your employees more personal time and attention

Engage to Deliver

Give your employees more Challenges, and reward them for their efforts.

Engage to Sustain

Add Social Recognition.

Build up respect for their work in your employees.

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

Contact Us

John Turner

[email protected]

(800) 683-3922

@BusinessGamify

Start Engaging Today

© 2016

Design Thinking Consulting Group LLC