Call Center Gamification Infographic

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Boost your Call Center Performance with Gamification

The industry let’s us know that employee engagement is a real problem. A problem with real costs associated to it. The silverlining is that fixing this problem also has the potential to boost your profits and improve customer retention. So how do you keep your employees focused? What benefits can we get from using gamification in our call centers?

How engaged are your call center agents?

Only 33% of employees are currently engaged in their jobs
30-45% is the avarage turn over rate for the call center industry
370 billion a year is the financial impact of employee disengagement

Why is it important to motivate your agents?

A Harvard Business School study recently revealed that increasing customer retention rates by 5% skyrocketed profits by 25-95%
A study revealed companies that put in the effort to take their customer experience from avarage to awesome see 30-50%
Improvements in first call resolution alone typically improve customer retention by as much as 15-30%
97% of global consumers say customer service impacts brand loyalty and their buying decisions according to a 2017 report from Microsoft
82% of customers decide to discontinue doing business with a company that provides substandard customer service
21% is the drop in future intent when a customer needs to make a second call to resolve an issue. On average customers make 2.3 calls

What Motivates Your Agents?

57% Performance Recognition
35% Team Competition
21% Learn & Develop New Skills
18% Promotion Opportunities
15% Financial Incentives
15% Corporate Values

How can Gamification Help You?

Benefits to Managers:

Help identify and reward high performers
Help recognize and help low performers
remoeve the perception of favoritism for one agent over another
Leverage data in a real way and have accurate performance reviews
Build agent morale bu recognising and reward those who exceed expectations

Benefits to Customers:

Surfaces the importance od customer feedback and timeliness in responses by agents
Increases urgency and ownership when correcting performance which means higher ticket turnovers
Motivates and incentivizes agents to make their customers’ happier
Happier customers leads to increases loyalty and a more profitable call center
Lower agent turnover by keeping them engaged in providing a consistently excellent service