Using Gamification in the Contact Center

Gamification, an Agent Performance Management tool, is a cutting-edge technology that can significantly reduces operational costs and increases agent productivity. The proper gamification software will powerfully optimize your Contact Center workforce, while increasing employee performance by a minimum of 20%. The Gamification tool will create competition within the agent community, it will, in turn, reduces employee costs per transaction. Those cost savings go straight to the bottom line, having a huge impact on the profits of your business.

The science behind Gamification. Based on Behavioral Science, Gamification is all about motivation, the desire and willingness to do something. This feeling of drive and ambition is fueled by dopamine, the chemical signal that gets passed from one neuron in your brain to another. Essentially, your body releases dopamine when you experience something pleasurable or satisfying, receiving a reward is one of the biggest. Therefore, the more you do, such as completing a task or chore, the more you receive (lashings of dopamine), and the easier it is to stay motivated.

But even before you’ve been recompensed for doing something, your brain may give you a chemical hit. This is because dopamine neurons try to predict the rush you’ll receive from your actions. Over time, they’ll learn when something satisfying is on its way and release good vibes beforehand. But this also means that when you receive unexpected gratification, even more dopamine will be released. 

Therefore, the more you do, such as completing a task or chore, the more you receive (lashings of dopamine), and the easier it is to stay motivated.

Gamification promotes consistently high-performance and productive habits which ensure high customer satisfaction (CSAT) scores and pull through opportunities. There’s compelling evidence that links employee engagement with outcomes that matter to every organization—customer loyalty, revenue generation, Net Promoter Score (NPS) and retention of high-performing employees.

 Gamification reduces overall customer hold times which drives higher Customer Satisfaction scores, and lowers abandon call rates. Using gamification in your company will lowers agent turnover, reduces agent idle time, and improve agent schedule adherence. Gamification will identify your top performers and those who struggle with tools and processes. This software tool creates agent accountability to the agent pool, and develops leader and coaches on the team.