Now more than ever, companies are adapting or preparing their call centers to go remote. Many who explore this new territory are finding unexpected benefits of having a remote workforce, like cost savings, better employee schedule adherence, and broader talent acquisition. There are still concerns, however, around how to effectively maintain high levels of performance like:
An effective gamification strategy, based on measurable rules and metrics that align with a company’s goals, help address the concerns above. Gamification is more than a buzz word. Since the early 2010s, gamification has attracted serious interest from contact centers as a creative method to increase productivity. Gamification incorporates game elements into non-game environments.In the contact center gamification encourages agents to develop a positive competitive race toward achievement among employees. Gamification is also a great tool for keeping remote agents engaged, productive and motivated.Rewards are given to agents who successfully showcase improvement. Various individual metrics are used to determine improvement or achievements, such as:
An effective tracking system is needed to measure these performance metrics. When implemented properly, game elements motivate agents to achieve a higher level of performance without sacrificing quality. A system that tracks game results in real-time enables remote call centers to implement a gamification strategy no matter where their agents are located.Misconceptions about GamificationThere are a lot of publications on the web that talk about the potential advantages and drawbacks of gamification. There are differing opinions, however, which can lead to misconceptions. Frequently ones include the following:
Keys to Successful Implementation of Gamification for a Remote Contact CenterThere are a few important factors that contribute to a remote contact center’s successful implementation of gamification and optimum results.
Call center gamification provides a clear overview of agents’ performance in real time. Through professional competition, agents are motivated to outperform their coworkers in a work environment filled with healthy rivalry. A higher level of performance becomes easier and more pleasurable to achieve through well-controlled and properly supervised competition. At the end of the day, a strong gamification strategy will help remote contact centers sustain employee engagement, boost company culture, and consistently improve agent productivity.
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