Gamification keeps agents interested and motivated without the visual signals and nonverbal communication of a regular office.
FREMONT, CA: A call center manager's responsibilities include motivating and rewarding agents. When you're suddenly remote, however, this can be difficult. High personnel turnover, dissatisfied agents, and a poor customer experience are all key challenges, and a recent study found that 25 percent of virtual teams are underperforming.
Gamification is the application of game design principles and components to non-game environments. Games are entertaining and may be utilized at a call center to inspire workers, make work more enjoyable, and enhance call quality and customer experience. Simply put, it is a method of improving performance by merging game mechanics with data.
In a world when everything is digital, how do businesses keep agents pleased and call quality high? Gamification is one method. Look at how it can be used in a remote call center below.
Benefits of Gamification in a Remote Call Center
In the United States, the average call center agent works for only a few years. The cost of acquiring and training new employees is considerable, and turnover is significant. Gamification is a novel technique to increase employee retention and retain high performance.
Enhance the Call Quality
It is easy to overlook an agent who provides great service on a call when a lot has got on their plate. Gamification is a method of recognizing and rewarding excellent customer service that would otherwise go unrecognized. Employees will be happier, and customers will be more satisfied.
Agents that are motivated and engaged care more, give better service, and remain longer in their employment. Teams, customers, and revenues all benefit as a result of this.
For remote call centers, using performance data to improve morale and customer service is a game-changer. Gamification keeps agents interested and motivated without the visual signals and nonverbal communication of a regular office. They are happier and more proud of what they do, so consumer interactions go from sporadic to memorable.