Reg Dutton  |  September 22, 2015  |  Agent Empowerment

The cure to the monotony of the call centre - A little competition

Many consider the role of call centre agent as one rife with monotony, that brings little job satisfaction at all. Even though there is unfortunately a little truth in this for more contact centre employees than not, this needn’t be the case - but what can we do to change this?

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One of the biggest issues affecting the call centre at the moment is employee engagement - as customer expectations for excellence continue to increase, it’s imperative to the success of the contact center that staff are engaged, motivated and empowered to own customer issues.

This is where gamification comes in - the application of game-mechanics in the workplace. In the contact centre, this involves putting engagement first in the contact centre by introducing a system that uses point scoring, competition, incentives, goals, tracking progress and leaderboards to align agent behaviour with the goals of the organisation. Gartner recently predicted that “gamified” applications will become as important as Facebook, eBay or Amazon - and it’s easy to see why.

The vast majority of call centres run whiteboards and email to manage leaderboards and incentive programmes, but this creates a lot of admin for the organisers which often means these initiatives can sometimes become neglected and unmanaged. Gamification smooths out the entire process so that engagement is consistent, and allows agents to pursue multiple targets and challenges at the same time. Employees in any role are much more likely to become happier, engaged and work harder if they are recognised. Gamification can simply and easily maintain consistent recognition across the organisation with achievements, accolades and points when personal and company goals are met.

Gamification is often viewed as a buzzword by many in the industry, but it has the ability to transform the culture of any contact centre into one that is engaging, rewarding and empowering. Find out exactly how some of the UK’s leading contact centres are using gamification to cure the monotony of the call centre.


Reg Dutton

Reg Dutton

Client Relationship Manager

With over 15 years managing sales and customer service teams with the likes of O2 and Capita, Reg uses his detailed knowledge of the contact centre to help EvaluAgent and its clients to discover their real potential.


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