Contact centers exist to create a point of interaction between the company and its customers. This interaction is extremely important and can have a drastic impact on the customer’s perception of the brand. Ensuring that clients receive excellent service is therefore vital for the company’s existence.
Agent engagement is a subject that is constantly on the minds of contact center executives. Many theories have come about on how to enhance the call center workforce but one in particular stands out of the crowd. Intrinsic motivation with gamification concepts has been shown to be a highly effective method for increasing agent engagement. We’ll dive deeper into this theory in a little bit, but first, let’s introduce the term “gamification”.
Working in a fast-paced call centre can be both stressful and challenging for agents. Dealing with frustrated customers, sticking to strict work timelines, and reaching performance goals are all hurdles that contact centre agents have to deal with on a daily basis. This is why employee disengagement and demotivation is usually highly prevalent in this industry.
Agent engagement is often put on the sidelines in contact centers. Managers are usually focused on simply organizing their workforce as opposed to optimizing it, believing that simply a structured team will do the trick. But, this type of mindset has huge setbacks and numerous studies have shown that contact centers tend to lose thousands of dollars on a daily basis because of it.
When implementing a new agent engagement solution, return on investment goes far beyond all the quantitative performance improvements your contact center will experience. Yes, KPI improvements are expected and nGUVU has demonstrated that a good concept based on behavior and data delivers results. Running contests and incentives may work, but influencing the behavior for a long lasting engagement brings much more benefits in the long run.
One of the biggest problems that contact centers face today is agent turnover. Research has shown that the agent turnover rate is at an all-time high with percentages ranging from 25% to 50%. Throughout our years of working with call centers, we’ve seen even higher rates depending on the industry and the environment that they function in.
Contact centers have been using gamification concepts since… pretty much, forever. Running contests and incentives has always been part of enhancing agent performance to meet or exceed a specific objective. But, because of the manual work involved within this process, contests are often too few and far between.