Gamification: The Key to Reducing Burnout in Call Centers

Gamification is one of those areas I am very interested in and I posted a cool infographic earlier on this blog. Very recently, I was contacted by Lauren Carlson from Software Advice about gamification of the call center. She writes about various topics related to CRM software, with particular interest in sales force automation, marketing automation, and customer service. She has written a great article on how we could gamify the call center and prevent agent burnout. Lauren was kind to write up a quick summary of her ideas for the readers of this blog. I am sure you would enjoy the idea and do share your comments about it.

Within the enterprise, gamification – the process of adding gaming elements to a non-gaming activity to encourage action and participation – has gone from being a faux pas to an accepted growing trend. Currently, many software vendors are experimenting by adding gaming elements to their software. I decided to do some experimenting of my own, focusing on help desk software.

The support team environment is a rigorous and demanding one where there is high turnover due to support agents getting burned out. But what if you added gaming elements to help desk software in such a way that helped boost employee retention by providing agents with a greater sense of accomplishment? If they felt like they were “winning,” perhaps agents would be more motivated in their daily activities.

Going off this premise, I focused on a few of the main activities support agents engage in each day (ticket resolutions, customer relations, training) and added some gaming element to it. I made some sketches of what the UI’s of a “gamified” help desk system might look like. Check them out below.

1. Accomplishment metrics

Three of the most important metrics to support agents are number of ticket resolutions, number of “quick” ticket resolutions and positive customer feedback. In this UI, you can see that those three metrics are tracked visibly across the top of the agent’s dashboard. The numbers increase as the day goes on, allowing the agent to see their progress and accomplishments in real time. Additionally, these metrics are variable, depending on the organization. For example, a “quick” resolution could be one that happens in 30 minutes or less.

2. Leaderboards

Based on those metrics, you could create leaderboards, allowing agents to see how they are measuring up again their peers. You will notice the added “Score” column. Again, this is a variable metric, depending on how your organization weights the three individual metrics.

You could do the same with a team leaderboard, comparing parallel support teams within your organization.

3. Training:

One of the biggest issues support team managers have is onboarding new agents in a timely manner. By gamifying the training process, you could ensure a quick onboarding process, while making it fun for the new agent.

One thought on “Gamification: The Key to Reducing Burnout in Call Centers

  1. Pingback: gamification + HCM + CIO = professional avatars? | klingerii – advisory consulting

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