Call centers can sometimes feel like dull, repetitive environments where agents handle call after call.
To make the work more engaging and motivating, many companies have turned to gamification, i.e. the application of game-like elements to non-game scenarios.
By injecting a sense of fun, achievement, and friendly competition into their daily routines, call center gamification aims to boost agent performance, satisfaction, and retention.
What Is Call Center Gamification?
Gamification in the call center context refers to the use of game mechanics and principles in an organizational setting to motivate employees, increase engagement, and drive desired behaviors.
It transforms routine tasks into engaging, game-like experiences by incorporating elements such as points, badges, leaderboards, challenges, and rewards.
Gamification takes various forms in the call center context.
One common approach is to award points or badges to agents for meeting specific targets, such as resolving a high number of calls within a shift or receiving excellent customer satisfaction ratings.
Common Types of Call Center Gamification
1. Leaderboards and Rankings
Imagine a giant scoreboard displaying the top performers in your call center. Leaderboards tap into our innate desire to compete and be recognized as the best.
With leaderboards, agents can see how they stack up against their colleagues based on metrics like call handling time, customer satisfaction scores, or sales figures.
It creates a sense of healthy rivalry, pushing everyone to give their best effort. Plus, who doesn’t love seeing their name at the top of the list.
2. Points and Badges
Think of points and badges as virtual trophies for a job well done. Agents earn these by hitting specific targets or demonstrating desired behaviours.
Maybe you get a “Lightning Response” badge for resolving calls lightning-fast or a “Sales Superstar” badge for exceeding your upselling quota.
These visual rewards tap into our love for collecting and showcasing accomplishments, giving agents a sense of pride and motivation to keep leveling up.
3. Challenges
Challenges are like quests or missions for call center agents. They could be individual tasks, like resolving a certain number of calls in a shift, or team-based challenges that require collaboration.
Challenges add an element of excitement and variety to the workday, giving agents something specific to work towards.
Plus, the rewards or recognition for completing challenges make the sense of accomplishment even sweeter.
4. Simulations
Imagine being transported into a virtual call center world, where you can practice your skills in a safe, game-like environment.
Simulations allow agents to roleplay different scenarios, earn points for successful interactions, and even compete against colleagues in a friendly competition.
It’s like leveling up your abilities in a video game, but for your real-world call center skills.
5. Team-Based Competitions
Call centers thrive on teamwork, and team-based competitions tap into that spirit of camaraderie. Agents band together in teams, working towards shared goals or challenges.
Maybe it’s a competition to see which team can resolve the most calls in a day or achieve the highest customer satisfaction scores.
Not only does this promote collaboration, but it also fosters a sense of unity and friendly rivalry between teams.
6. Virtual Currency
Imagine earning virtual money for every call you handle or every customer you delight. That’s the idea behind virtual currencies in call center gamification.
Agents can accumulate this fictional cash through their performance and achievements, then redeem it for real-world rewards like gift cards, extra time off, or company swag.
It adds an extra layer of motivation and a sense of accomplishment for agents.
7. Quizzes and Tests
Who doesn’t love a good brain teaser or pop quiz?
In gamification, quizzes and tests can be used to reinforce training, product knowledge, or even just general trivia related to the company or industry.
Agents can earn points or badges for acing these quizzes, making the learning process more engaging and enjoyable. Plus, a little friendly competition over who knows the most never hurt anyone.
5 Ideas for Call Center Gamification
1. Call Center Olympiad
Imagine the excitement of the Olympic Games, but in your very own call center.
You could have various “events” that agents compete in, such as the “Lightning Call” sprint (resolving calls in the shortest time), the “Customer Delight” high jump (achieving the highest customer satisfaction scores), or the “Sales Marathon” (making the most successful upsells or cross-sells).
Agents could earn virtual medals, and the top performers could even get to stand on a podium and have their national anthem played (well, maybe the company jingle instead!).
2. Agent Avatars and Virtual Worlds
Who says call centers have to be dull, cubicle-filled spaces? With gamification, you could create a virtual world where agents have their own avatars or characters.
These avatars could reflect their personalities or achievements, with special outfits, accessories, or even superpowers unlocked as they hit certain milestones.
Imagine your avatar leveling up and gaining a cape for resolving 1,000 calls or a sales wizard hat for reaching your quarterly quota.
3. Call Center Escape Room
Escape rooms are all the rage these days, so why not bring the concept to your call center? Agents could work together in teams to solve puzzles, crack codes, and “escape” various call center scenarios or challenges.
Maybe they need to decipher a secret message from a disgruntled customer or navigate through a labyrinth of product questions.
Not only does this promote teamwork and problem-solving skills, but it also adds an element of excitement and mystery to the workday.
4. Agent Influencers and Social Sharing
In the age of social media, why not tap into the power of influencers and sharing?
You could have agents become “call center influencers,” earning points or rewards for sharing their achievements, tips, or even just positive messages on internal social platforms or channels.
This could foster a sense of community, recognition, and even healthy competition as agents vie to become the most popular or influential voice in the call center.
5. Call Center Gaming Tournaments
For those agents who love a good video game, why not host regular gaming tournaments or competitions?
You could have teams or individuals compete in popular games, with winners earning prizes or bragging rights.
But here’s the twist: instead of typical games, the tournaments could involve call center-themed games or simulations, where agents showcase their skills in a fun, gamified environment. Who says work and play can’t mix.
How to Successfully Implement Gamification in Your Call Center?
1. Start with a Clear Strategy
Before diving headfirst into gamification, take a step back and define your goals. What behaviors do you want to encourage?
Which metrics do you want to improve? Having a clear strategy will help you design gamification elements that align with your objectives and resonate with your agents.
Don’t just gamify for the sake of gamifying – make it purposeful and tied to your overall call center success.
2. Get Agents Involved from the Beginning
Gamification works best when it’s not just imposed from above but co-created with the people who will be participating in it.
Gather input from your agents on what types of games, challenges, or rewards would motivate them.
After all, they’re the ones who will be playing the game, so make sure it’s something they’ll genuinely enjoy and find engaging.
3. Keep It Fresh and Exciting
Imagine if your favorite video game never changed or introduced new levels – it would get stale real quick, right? The same goes for call center gamification.
To keep agents engaged, mix things up regularly with new challenges, contests, or even game mechanics.
Introduce seasonal or themed elements to keep things feeling fresh and exciting. A little surprise and variety go a long way in sustaining interest.
4. Foster a Spirit of Friendly Competition
Gamification should bring out the best in your agents, not create unhealthy rivalries or resentment. Emphasise that it’s all about friendly competition and personal growth.
Celebrate not just the top performers but also those who show improvement or exceptional teamwork. A little good-natured trash talk between agents can be fun, but make sure it stays positive and doesn’t cross any lines.
5. Recognize and Reward Appropriately
While the gamification elements themselves can be rewarding, don’t forget the importance of tangible rewards and recognition.
Whether it’s gift cards, extra time off, or public acknowledgment, make sure the prizes match the effort and accomplishments of your agents.
And remember, not everyone is motivated by the same things, so offer a variety of rewards that cater to different preferences and personalities.
FAQs
Ques 1. What is gamification in customer service?
Ans: Gamification in customer service involves applying game mechanics like points, badges, and leaderboards to motivate employees and improve customer interactions.
Ques 2. What are the 4 levels of gamification?
Ans: The 4 levels are: 1) External rewards 2) Appointment dynamics 3) Journey 4) Game like embedding of processes.
Ques 3. How do companies use gamification?
Ans: Companies use gamification to increase employee engagement, motivation, and productivity by incorporating game elements like challenges, rewards, and competition.
Ques 4. What is gamification in the HR process?
Ans: Gamification in HR processes involves using game-like mechanics to make tasks like training, onboarding, and performance reviews more engaging and interactive.
Ques 5. Is gamification a skill?
Ans: Gamification itself is not a skill, but designing and implementing effective gamification strategies requires skills like game design, data analysis, and user experience.
