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Can Gamification really be integrated into Call Centers?

Can Gamification really be integrated into Call Centers?

[fa icon="calendar"] Sep 4, 2013 7:09:36 AM / by Briana Songer

Briana Songer

We all know that the popular buzzword ''Gamification'' isn't a new concept.
Play is a type of addictive quality that has always been a part of our culture and life. By using this addictive quality, many companies have begun to emerge as pioneers for businesses that are desperately trying to leverage the right tools and to drive employees to be more productive.

We all know that the popular buzzword ''Gamification'' isn't a new concept.

Play is a type of addictive quality that has always been a part of our culture and life. By using this addictive quality, many companies have begun to emerge as pioneers for businesses that are desperately trying to leverage the right tools and to drive employees to be more productive.

We all know that it's not easy to find the fun in every job. Gamification is something special because while it can make something that is otherwise monotonous or boring more interactive, no one's going to keep playing if it doesn't keep them motivated, rewarded or engaged.

Take one of the world's most difficult jobs for example. Call Centers. Would it be possible to gamify a job with an average annual turnover rate of 33%?

Call Centers are a hub of shared information between customers and employees and its vital that agents and management are motivated to positively represent the company. Gamification technology that successfully understands the underlying ''truth'' and that has been designed with Call Center employees in mind will have the chance to help Call Centers change the turnover rates and improve representation by utilizing tech that emphasizes on individuality, interaction, community and of course, motivation.

Call Centers aside, designing and integrating the right game mechanics will make it possible for Gamification to continue to grow out of just being considered a ''buzzword'' and make a lasting impact in the workforce.

Sources:

Cornell University. Global Call Center Project. 2005. http://www.ilr.cornell.edu/globalcallcenter/research/unitedStates.html

We all know that it's not easy to find the fun in every job. Gamification is something special because while it can make something that is otherwise monotonous or boring more interactive, no one's going to keep playing if it doesn't keep them motivated, rewarded or engaged.

Take one of the world's most difficult jobs for example. Call Centers. Would it be possible to gamify a job with an average annual turnover rate of 33%?

Call Centers are a hub of shared information between customers and employees and its vital that agents and management are motivated to positively represent the company. Gamification technology that successfully understands the underlying ''truth'' and that has been designed with Call Center employees in mind will have the chance to help Call Centers change the turnover rates and improve representation by utilizing tech that emphasizes on individuality, interaction, community and of course, motivation.

Call Centers aside, designing and integrating the right game mechanics will make it possible for Gamification to continue to grow out of just being considered a ''buzzword'' and make a lasting impact in the workforce.

Sources:

Cornell University. Global Call Center Project. 2005. http://www.ilr.cornell.edu/globalcallcenter/research/unitedStates.html

Topics: Contact Center, gamification

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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