Call Centre Gamification

All work and no play…disengages your agents and makes your customers turn away

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.

Where EvaluAgent Gamification comes into play

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.

The benefits

  • Proven to improve customer service and increase customer loyalty, while reducing call centre costs.
  • Adds an element of fun to the working day through the use of dashboards, game mechanics, social interaction and material rewards.
  • Helps agents feel like a valued member of a team, driving engagement and personal fulfilment.
  • Creates a personalised view of operational performance presented in an intuitive and engaging way, making it accessible and relevant to all operations staff.
  • By understanding individual performance, agents establish a greater sense of responsibility for self-improvement.
  • Helps sales teams achieve maximum revenue potential whilst ensuring everyone involved is fairly recognised and rewarded.
  • Frees up team leaders and operational managers from spreadsheet maintenance, giving them more time to provide coaching and support.
  • Creates an easy to understand, agent-centric view of operational performance metrics.
  • Appeals to Millennials, a rapidly growing proportion of the call centre workforce, who can more easily relate to the modern digital and social features.
  • Rapid integration results in minimal or no disruption to your operations.
  • Pilot period offered in order to prove value before making a long-term commitment.
  • Created by experts with years of experience in the call centre sector.

How Gamification inspires, rewards and motivates agents

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.

Make every day a chance for agents to shine

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.

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Build a strong, vibrant community through social recognition and interaction

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.

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Encourage healthy competition

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.

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Transform the way you reward your agents

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.

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Communicate clear, real-time performance data

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.

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Ready to effortlessly motivate your agents?

Get a one-to-one demo and see what EvaluAgent Workforce Engagement can do for you

What our clients say

“I was surprised by how wide ranging the impact of EvaluAgent was - I used to think gamification was just another corporate buzzword. In reality it helped change the service desk culture from day one.”

Chris Roberts

Team Leader CSC
More Success Stories

Companies we work with

ATOS
CSC
NS & I
Cineworld
Invesco
Bupa
John Lewis
Engie
Ministry of Justice
Worldline
AON
Premier Inn
HMRC
Avios
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