3 Ways to Drive Agent Engagement in a Contact Centre

Published on 31st October, 2019 in News

If you know anything about contact centres, then you know that it can be hit or miss when it comes to how interested (or engaged) an agent is with their caller, or their job for that matter.

Just a little nudge in the right direction, and your contact centre could be humming, but if you are like many contact centres, that ‘nudge’ needs refining, and there’s a new way in which you can do it. What contact centre managers have realised is that their investment in training and development, along with employee satisfaction and engagement, is the best investment they could ever make.

According to an Aon Hewitt study, a mere 5% increase in employee engagement can drive an increase in revenue by 3% by the following year. On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favourite).

Employees that work in contact centres may at times feel not qualified enough to perform their required tasks to the best of their capabilities and hence feel slightly unmotivated and unambitious. Engagement among contact centre agents is important to ensure employee satisfaction is attained.

In come companies like Call Design’s partner Datagamz who aim to optimise and radically improve the engagement and capability of contact centres by improving communication inside and outside the organisation. They focus on gamification as well as analytics to provide insights, and throw a few games into the mix – which ultimately get’s everyone a little excited (and productive).

Here are 3 of the best ways gamification is used to drive agent engagement in contact centres.

  1. Gamification
    The concept of incorporating games into work has proved successful when the game is designed to improve productivity. Gamification taps into employees’ psychological needs for challenges, rewards, feedback and fun. Through Datagamz technology, the focus is on earning points, levelling up in games, having leaderboards and game targets that encourage employees to do better and ultimately be more competitive. It prides itself as a stakeholder in the incorporation of bringing fun into work – where an employee finishes a work-task and simultaneously levels up in a game. Constructive feedback will also be shared in the game, which is beneficial to all employees.
     
  2. Manage Employees using Game Console
    Frankly, nobody likes being micro-managed. With Datagamz’s solution, employers are able to keep track of areas they want to target to determine employees’ individual performance. Employees have the choice to either compete against or team up with their colleagues while completing tasks. Having a point system and rewarding employees for compliance encourages repeated positive behaviours.
     
  3. Recognition and Rewards
    Last but certainly not least is recognising and rewarding employees’ performance. Announcing and displaying top scorers is one way to increase engagement and encourage others to follow in this direction or use Datagamz to reward high achieving employees with the freedom to play music of their choice upon accomplishing a milestone. Employees with exceptional knowledge and skills can easily be identified to help benchmark where everyone is at.Utilising Gamification technology provides insights on employees’ motivations and engagement patterns. Recognising their strengths and rewarding their good behaviour will urge employees to keep up the hard work, hence increasing satisfaction as well as engagement overall. What more could you ask for?

https://datagamz.com/gamification/

https://insights.humancapital.aon.com/

https://www.calldesign.com.au

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