It is no secret that motivated, highly engaged agents are likely to perform better – reach targets on time, stay with your company and improve the overall work environment. So, it makes sense to employ a popular motivation and engagement tactic – gamification – in order to optimise agent performance.
Why You Should Employ Gameplay in Contact Centres
Research suggests that for 83% of employees, gamification is an important source of motivation. In contrast, 61% who did not receive gamification reported feeling “bored” and “unproductive”.
A gamification project carried out at a Microsoft contact centre demonstrates this correlation. The company partnered with Centrical, a gamification platform provider, and at the end of the project, it was able to achieve a 10% rise in productivity, a 12% reduction in absenteeism, and greater awareness among agents of key knowledge materials.
To achieve similar results at your contact centre, here are 5 games to try.
X Contact Centre Games for Motivating Agents
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Contact centre Bingo
Inbound contact centres receiving calls from across the country can turn the names of callers’ states into a Bingo. As per incoming calls, each agent can mark the caller’s state on a Bingo board where the names are pre-arranged. The first agent to achieve a continuous vertical, horizontal, or diagonal line wins a prize, which could be a physical reward or a paid break. The game also increases workforce awareness about callers’ locations.
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Balls of Steel for outbound agents
Outbound, sales-focused workforces can play this game as a motivation aid, helping to reach sales targets. At the beginning of the day, every agent is provided with five balls and they are to compete with their colleagues within the team. Whenever an agent makes a sale, they can take a ball way from one of their competitors. At the end of the day, the agent with the maximum number of balls wins.
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The Literal Punch Out
Punch-Out is a slightly silly game that brings a pinch of fun into the contact centre workplace. You take as many cups as there are agents on the floor, filling them with either small gifts, leaving them empty or even a couple with shaving foam. Cover each cup with a napkin and tie it in place. As agents complete their daily targets, they can literally punch a cup to punch out and receive either a gift or a gag.
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Friday Contact Centre Olympics
This one is suitable for both inbound and outbound settings – simply turn each performance KPI into a sport, monitor performance, and award silver, gold, and bronze ribbons to the top three performers for that KPI at the end of every week.
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Contact Centre Jeopardy
This game works exactly like regular Jeopardy, only you replace question categories with topics relevant to your contact centre. This could include safety protocols, company history, product knowledge, technology know-how, and compliance standards. Agents choose a topic, answer questions, earn points for their team or lose points for wrong answers.
Games like these not only motivate gents but also strengthen teamwork and reinforce company values.
