Many people play computer games not just to have fun, but also to give them a sense of accomplishment. Most games nowadays have quests and missions to be completed, badges to be earned, levels to be hit, and leaderboards to climb up on. That motivates people to keep pushing, keep improving, and keep striving toward greatness.
Compared to playing games, many jobs seem utterly boring, because there are only two ways one can progress and get the same sense of accomplishment as in games: they either a) get a raise, or b) get a promotion.
But what if we could transfer these game mechanics into the working environment, would the effects on the employees be the same as they are on gamers? You bet.
In fact, the process has been going on for quite some time now, and it’s called “gamification”. Businesses in all kinds of industries and verticals have been adopting gamification in their production processes, to great success. Call centers are one of them. Here are some of the biggest benefits of adopting gamification in call centers:
It helps employees evaluate their performance
Be it leaderboards, levels, or badges, with gamification employees will be able to know exactly how they’re doing. They can either compare their results with their co-workers (which is not necessary but can be good in some scenarios) or even better - compare them with their previous achievements. That way they can know right away if they’re doing a good job or not.
It helps managers motivate their employees
Motivation is arguably the most important emotion an employee can have in the workplace, aside from happiness and satisfaction. The inner urge to achieve more and always keep pushing is what sets average call centers apart from great ones, and with call center gamification, that emotion can easily be achieved. Setting up clear goals, and communicating the benefits of hitting those goals will motivate the employees unlike anything else.
It allows managers to automate and customize incentives
Call center gamification can be done manually, but it can also be done with the help of different gamification platforms. These software tools help managers set up their gamification projects, keep track of employees, and most importantly - automate and customize incentives. That makes it a double win for the company - employees are motivated and incentivized, while managers cut down on the time needed to make it happen.
Boosts morale
A sense of accomplishment, high motivation, and overall workplace satisfaction does wonders for morale, which further gets amplified in a team environment, such as a call center. Employees with high morale are more likely to stay and not go job hunting, are more likely to recommend their workplace to friends, family, and other professionals, and will improve the company’s brand image through word of mouth.
While some might argue that having too much competition in the workplace can hurt your call center’s productivity, with careful planning and a little tweaking, you can keep it in healthy doses. As a result, you’ll have a team of employees that can’t wait to get back to work, will give their absolute all to hit the next milestone, and will cheer their co-workers on as they progress down the same path.
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