Defining “gamification” can be a challenge. However, there’s no denying gamification has proven beneficial in the call center space, and clients can notice the difference. Gamification involves a variety of fun, useful strategies and programs for boosting agents’ work experience and stats and designing more effective training techniques. Is your business or organization hoping to partner with a call center outsourcing company for inbound or outbound services? If so, understanding why gamification is so beneficial can help inform your decision when choosing a call center partner.
Gamification Encourages Call Center Feedback and Transparency
Fundamentally, gamification makes workplace tasks, campaigns, and training more fun and interesting. A common example is setting up friendly competitions between the agents assigned to a project or campaign. It often includes leaderboards, points, or badges of different kinds to reward productivity and success. A major benefit of that is a contribution to more feedback and transparency from both agents and management. Agents are motivated to post their statistics or accomplishments in real time. Additionally, management can use gamification to set clear productivity and performance expectations and goals. That level of mutual transparency makes feedback and improvement easier for all involved.
Leaderboards and Games Equal Motivational Fun
Of course, leaderboards can boost the effectiveness of call center services by encouraging motivation with some friendly competition. Both rising and falling on a leaderboard can provide additional motivation to strive for better numbers. Leaderboards provide another benefit, however. Even when agents are generally aware of the measures for success in a campaign, they may not know where they stand in comparison to their peers. Just having a clear, available measure of performance can also prove an effective source of motivation.
Games Promote Agent Team Building and Bonding
Along with promoting friendly competition, gamification is great for encouraging team building, teamwork, cooperation, and collaboration. There are a variety of call center games that require teams of agents to cooperate in competition with other teams or to cooperate as a single team. Since games usually reward the winners with badges, whether that’s a bonus, gift cards, a party, etc., there’s a compelling motivation to cooperate. A friendlier, more collaborative workplace is a more effective one, not to mention a far more enjoyable one. Beyond that obvious benefit, this collaboration naturally promotes advantageous practices like knowledge sharing, identifying team members’ strengths and areas for improvement, and enhanced communication.
Gamification Is Useful for Contact Center Training Too
Traditional training techniques often come with a few glaring shortcomings. Typically, they lack real-world applicability and fail to keep the team engaged. That’s where gamification is different. Not only can they help produce real-world results once the team hops on the phones, but the training itself is also more engaging. That’s good news for a call center and any organization they partner with.
About DialAmerica
For more than 60 years, DialAmerica has represented the best in call center outsourcing. Their continued success has established DialAmerica among the country’s largest and most renowned privately-owned call centers. DialAmerica’s knowledgeable, professional agents deliver a level of experience, expertise, and skill that’s second to none. When you choose DialAmerica for insurance, financial, healthcare call center services, and so much more, you’re choosing a partner that’s committed to the success of your business. Whatever your organization’s specific needs, DialAmerica is there to handle them effectively with a full suite of services for B2C and B2B brands. Create positive customer experiences, build brand loyalty, and choose success by joining DialAmerica in a partnership bound to exceed expectations.
Choose the most effective partner in the call center space at https://www.dialamerica.com/
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