Improving Contact Center Performance Using Gamification
Take your contact center performance to the next level. Check out how to use gamification for microlearning, habit-forming, metrics and KPIs.
Banks and financial services can be their own worst enemy, or their best ally, when it comes to creating confidence in the industry. Engineering a real financial wellbeing program for customers and improving workforce performance are
critical when it comes to creating a profitable organization. In either case, gamification can play a decisive role in delivering engagement and performance.
In this infographic, you will see how banks and financial services are using gamification to differentiate themselves. So they can continue to impact people’s lives, families, homes, and dreams.
Lack of trust and motivation affect client loyalty and new acquisitions
Stress and burn out impact workers across the whole organization
What is the percentage of burned out staff by role?
When employees are engaged with their work, they show up everyday with:
Launched a social card called Barclays Ring to create a social community of card holders.
By praising users for sharing their suggestions on credit card features with online and offline rewards, Barclays was able to market the product as user-friendly. Their Giveback™ program also provides the community members a chance to share in a portion of the Barclaycard Ring Mastercard program’s profits.
Created a gamified app to increase customer engagement and deposits.
Not only were they able to promote financial wellness but they also helped customers to stay healthier. With a special fitness account synced with a fitness tracker, customers could achieve daily goals like 12,000 steps per day. As a reward, the bank would guarantee a 2% interest rate on their account.This resulted in a total of $4.37 million in savings as well as increased customer loyalty.
Built a mobile app to evaluate users’ driving skills which would help determine their insurance premium.
With this initiative, users received a rating beween 1 and 10 for every 300kms driven. At the end of a trip the app would also provide feedback on cornering, fuel efficiency, acceleration and braking skills. The badges earned with the app could also be shared on Facebook and Twitter, generating further traction and acquisition.
Provided an educational reward platform to increase financial literacy and inclusion for their low to middle
income customers (LMI).
For every positive financial behaviour, like lower cash/ATM usage or higher usage of cards / POS, users would
earn rewards.
Launched a game to increase customer loyalty.
With this app, users received education on how to execute different banking transactions through tutorials, for example, how they could pay their taxes online. For each task completed, users earn redeemable points. The more
points, the more chances they had to participate in sweepstakes and giveways.
Developed a behavioral gamified engagement system called CRED.
CRED provides real-time insights into spending habits, so users can see how much and how fast they are saving towards their goals. This drives a redirection of the typical buying impulses and the craving of material belongings into savings.
Take your contact center performance to the next level. Check out how to use gamification for microlearning, habit-forming, metrics and KPIs.
Gamification is the buzzword of the decade, and for good reason. It’s one of the many ways businesses engage, reward and motivate their internal and external customers. But you might not know how it applies to contact centers.. Take a look at our ultimate guide to contact center gamification.
Discover how gamification in banking can be used to build a successful engagement strategy for both your customers and your employees.