Cape Town – Call centres will soon be able to use new gamification technologies to increase engagement and productivity in the workplace.
Hosted contact centre provider 1Stream said that gamification is about applying elements of game design to everyday work experience to make it more interesting and engaging. “In the call centre context, it gives managers a new tool for managing the workforce,” said 1Stream director Bruce von Maltitz.
“Every call centre has metrics they are trying to improve,” said Von Maltitz. “It might be the time taken to deal with each call, customer satisfaction ratings or the number of training modules people complete in a month - it doesn’t really matter. What matters is that if you are collecting data about any aspect of your performance, there is the potential to use that data to drive a game experience.”
Von Maltitz said typical game elements might include “achievement badges, quests and special events, the ability to increase levels, public ranking, social sharing, and so on”.
One of the advantages of using game dynamics, explained Von Maltitz, “is that it takes the same stats you’re already tracking, and which may seem boring to most of your workforce, and uses them to create incentives that are fresh, dynamic and engaging.”
A model of providing fully hosted and managed call centres means call centres can turn on the gamification ability as soon as it’s available. “This is one of the key advantages of choosing hosted services: New options can be turned on or off as they become available, without having to commit to any big upfront investment in new software.”