Gamification in Contact Centers

A recent study shows that incorporating gamification elements in contact centers maximize operational efficiency and facilitates increased revenue.  

The gamification brings benefits to all parties involved

The gamification in Contact Center is the implementation of a program that uses activities and tools of technological, as well as incentives and rewards of non-economic nature, in order to encourage behaviors among certain agents that lead to achieving the grade necessary and desired performance.

Signature analysis and research Aberdeen Group has published the results of a recent study which shows that those companies that choose to introduce elements of gamification efficiently in contact center experience both improved operating results as an increase in economic benefits. Using a program gamificación in Contact Center introduces improvements and benefits for both the company and its agents, and customers:

• Helps improve the performance of the tasks of agents, such as reducing the average time of the negotiations.
• Help to increased rates of customer satisfaction.
• Helps improve and increase employee participation.
• Fosters employee engagement with the company.
• Significantly reduces dropout rates of agents.

58% of companies with elements gamification in their Contact Centers improve agent retention rates year to year, compared to only 16% from other companies.” [Aberdeen Group]

However, to make the results desired, the integration of a program gamification in contact centers should be managed effectively, because if carried out with the sole purpose of improving operational performance, could prove a failure. For example, to reduce handling time is not enough to minimize the interaction time with the client as if once the conversation, the question of the client has not been resolved, this will be frustrated, not being therefore a satisfied and loyal customer which in turn, can contribute to improving the image of the company and thus attract more new customers.