When employees of a company are content and happy, their productivity increases due to their motivation and engagement. Nobody wants to work in an environment that is draining, where employees feel exhausted, demotivated and discouraged to give more at their work. Call center agents are not an exception.
People who run a call center know how difficult it is to motivate their agents. They often find it almost impossible to find the right way that will keep them engaged.
So, how to achieve this, and what are some possible solutions? In this post, you can find out the ways that will transform your call center agents’ performance and therefore make your call center a successful one.
There are a variety of ways, so let’s dive into some possible solutions.
Integrate call center gamification software
The use of call center gamification software solutions has increased in the past couple of years. These solutions are brilliant tools to improve the overall performance of call center agents. What makes gamification software so successful is its ability to be customized according to the needs of each agent.
What is call center gamification?
Gamification is the process of using game elements to improve employee performance. The game elements keep agents motivated, engaged, help them learn new skills to improve their performance, personal goals, and finally the goals of their center.
Centrical’s (former GamEffective) call center gamification software offers easy-to-use gamification software that tracks call center agents’ performance, their progress and provides solutions that help improve poor performance.
Gamification software helps a call center set its goals, each agent sets his/her personal goals, and to achieve both, agents enter a kind of competition where they do compete against each other but also work as a team to achieve their center’s goals. This creates a fun and healthy work environment where everyone is able to thrive.
Why is gamifying the best choice?
Other ways of motivating and engaging your agents may not bring the excellent results that gamification brings. Here are some of the reasons why you should consider gamifying your call center:
Provides performance insights
Gamifying work activities in the call helps establish metrics to measure agents’ performance. With this software, you can see who meets target goals and who needs additional coaching and training.
Boosts creativity
Gamification helps agents think outside the box and find other creative ways to solve a problem or reach their goals. With such thinking, their productivity increases since the work becomes fun and a source of joy, and no more just a list of mundane tasks that need to be completed.
Creates teamwork
Having agents who try to meet the same goals leads them towards collaboration; they can learn from each other, bond outside work, and work together on finding solutions to problems.
Agents feel more accomplished
With well and clearly set goals, agents are able to track their everyday performance by receiving their performance feedback daily. When they see how well they can perform, it encourages them to become even better, beat their personal goal but also compete with others. Gamification helps them feel proud of their achievements and something to brag about.
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