As the demands on your call centre increase, so does the requirement to have a fully engaged workforce that can rise to meet this challenge. Whether it’s answering the phone, replying to a customer email or communicating through social media, it’s essential that agents feel good about themselves and the work that they do.
Failure to keep your agents engaged has a huge impact on productivity and efficiency; leading to dissatisfaction, absenteeism and churn. Most importantly, these unhappy agents have little or no interest in the happiness of your customers and the resulting mediocre performance impacts directly on the customer experience.
When customer satisfaction drops, so does their loyalty to the brand as a whole; and all too often they simply walk away.
Making agents work harder, isn’t the solution. But treat every agent as a valued individual and reward them appropriately, and it motivates them, increases their efficiency and helps to deliver an unrivalled customer experience.
Through the introduction of user-friendly dashboards, game mechanics, social interaction and material rewards, Gamification injects an element of fun into every single working day.
Gamification provides agents with countless opportunities to display their resourcefulness and initiative, while their resultant hard work is immediately acknowledged, both through material rewards and the acclaim of their peers.
Thanks to Gamification, motivating agents to resolve complex and sensitive queries that can make or break customer relationships, has never been so enjoyable or so rewarding.
EvaluAgent Gamification transforms everyday tasks and team interactions into a rewarding and enjoyable experience, while all the time improving that all-important customer experience.
And to ensure you make the most of every opportunity, you automatically receive the services of a dedicated insight manager, a 24/7 helpdesk, and a comprehensive library of resources.
Turns everyday tasks into motivational targets and seemingly unsurmountable problems into opportunities to shine. By using proven game mechanics such as points, badges and levels Gamification drives performance and maintain consistency across your teams. Whether it’s closing a case or meeting targets, you can define the outcomes that you want to encourage, and choose the rewards that best reflect their achievements.
Whenever agents attain badges, reach new levels, or win challenges, every accomplishment is updated via the Gamification real-time news feed, enabling agents to see how colleagues and team members are performing. This ability to interact with other agents and ‘like’ updates, reflects the modern trends influenced by social media, thereby creating a powerful culture of peer recognition that genuinely motivates and boosts performance.
Team Leaders and agents have the ability to easily create challenges between colleagues and teams. This healthy competition quickly leads to a call centre environment where best practice is shared and peer support occurs naturally. By unlocking the latent power of a competitive call centre, it not only stimulates agents but improves overall business performance.
Employs incentives that really work, by empowering your agents to choose how they are rewarded for outstanding performance. The points agents earn can be used to bid on a wide variety of prizes, while auctions can be set up in minutes. The result is the creation of a range of powerful and dynamic incentives with minimum effort and maximum results.
Agents better appreciate how their behaviours and call-handling skills are impacting customers when they are given direct real-time access to their own performance data. As a result, we have created intuitive departmental and team-level dashboards that deliver actionable insight. These help managers and team leaders to instantly identify the top and bottom performers, in order to help focus praise, feedback and coaching interventions.