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Dóra Rapcsák
June 05, 2019
#Call Center Life
5 min read

How Call Center Gamification Can Help You Retain Your Agents

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Working in a call center is not easy. Agents spend most of their time on the phone talking to (often difficult) customers, resolving (often complex) issues. As a result, agent turnover is a major challenge for call centers around the world.

It’s no surprise then that agent retention is of utmost importance for any call center that wants to thrive in the long run. And what better way to retain your agents than trying to add some fun into their daily work routine.

One way you can do this, and thus retain agents, is to leverage call center gamification. Gamification is the process of introducing games into agents’ daily activities, for example offering prizes to agents in order to encourage growth in both their engagement and performance.  

So, now that you know what call center gamification is in theory, let’s talk about how it can help you retain your agents in reality (and the other benefits it can provide). Game on!

Gamification reduces agent turnover

Perhaps the most important benefit of call center gamification is that it helps reduce agent turnover by boosting morale in call centers.

As mentioned above, call center turnover is a constant challenge for call centers. At the same time, finding new agents is becoming increasingly difficult due to the advanced language skills, long working hours and high flexibility call centers expect of agents.

As a result of these high demands, agents often quickly lose their motivation and burn out, leaving the call center industry to explore less stressful career opportunities. And while it is true that working in a call center might be extremely stressful, call center gamification can help your agents let off some steam.

For example, set a (realistic) target and treat your agents with a small reward, let’s say a work-from-home day, once they reach their target. Rewards such as these will help you create a better atmosphere in which your agents will be inspired to continuously improve in order to receive rewards.

Call center gamification increases agent productivity

Amongst other things, introducing call center gamification into a call center can greatly increase agent productivity by encouraging agents to be more productive and achieve more.

In particular, rewarding agents for a job well done will definitely incentivize them to continue to do better. You can be sure that when agents can see how they are performing in comparison to other agents, they will want to try to get to the top of the list.

All you need to do is to introduce some friendly competition to trigger their motivation to be the best in the team. In return, you can, for example, give out coupons or reward the agent of the week/month for their hard work.

Gamification improves the culture of the call center

Call center gamification isn’t only about competition. It can also be used to help create a collaborative atmosphere and create a better work culture.

If you make collaboration the center of call center gamification, you’ll encourage your agents to not only focus on their own benefits, but also on their peers’ success.

Collaboration-based gamification is a great way to add some fun to call center training. You can, for example, create a common knowledge base, and encourage your agents to contribute to it with their own knowledge.

Leveraging gamification to create a sense of community in a call center can definitely increase engagement, as agents become more committed when they feel like they’re all in it together as a team.

Improves customer loyalty

Sure, call center gamification is a great way to retain agents, but did you know that you can also use it to improve customer loyalty?

Gamification can help take customer loyalty to new heights, while also giving businesses the opportunity to collect information about their customers.

There are several types of gamification you can use when it comes to customers: for example, you could give out digital badges confirming your customers’ achievements, create avatars to allow your customers to become part of a community, or simply reward them with redeemable points.

Simply find out which gamification method your customers really want and don’t forget that, when a customer engages with your gamification system, chances are they will come back and buy more of your products and services.

Dóra Rapcsák
Dóra Rapcsák is Content Strategist and Copywriter at VCC Live®. As a Content Marketer and CX enthusiast, her aim is to discover and tell you about tomorrow’s ideas on Digital Marketing and Customer Experience.