Gamifying your call center workplace makes work feel more rewarding and fun. It drives engagement among your team and creates a culture of continuous improvement. Providing rewards for reaching key performance indicators (KPIs) encourages agents to perform their best. It also creates healthy competition that encourages creativity for solving customer problems. You gain insight into which employees are reaching specific metrics and goals and which need additional training and coaching. This lets call center agents determine how well they are doing and helps them feel more accomplished at the end of the day.
Implement any of these engagement strategies to incentivize your call center agents.
Get Creative With Training
Instead of holding traditional call center training sessions in a classroom, create a mix of videos and discussions to educate your agents. Include multiple-choice tests to determine how much your employees are understanding and retaining. Provide individual coaching in the areas that need improvement.
Reward Customer Interactions
Direct customer feedback can be used to increase your call center agents’ performance. This may include receiving a star rating from each customer after their interaction with a staff member. The feedback should include what the customer liked best about their experience and, if appropriate, suggestions for the employee to improve their performance. This can activate the reward center of each team member’s brain, motivating them to continue their great work or work to improve their performance.
Using incentives to measure agent performance makes the process feel more like fun than a monitoring system. Setting achievable performance metrics clarifies which goals your call center employees should be reaching in a set amount of time. Include rewards your staff will enjoy when reaching or exceeding their targets. Making it a competition between agents can also help gamify this process.
Use Point Redemption for Rewards
Create a point system based on the difficulty of each metric. The harder it is to achieve a metric, the more points that should be awarded. Establish prizes based on the number of points a call center agent accumulates. This may include food, a morning off, or another incentive your team will find appealing. The greater the points, the more valuable the rewards.
Target a Key Performance Indicator
Select a key performance indicator (KPI) you want your team to improve on. This may include average speed of answer, first call resolution, service level, or average handling time. Or, it could involve average hold time, percentage of calls transferred, or number of calls taken. The metric should be quickly measured by quality assurance software that tracks agents’ performance. This way, the winner can pick up their prize when their shift ends or begins the next day. Clarify for your team exactly what you will be looking for. Award a prize to the agent who performed the best on the metric. The reward may be a gourmet coffee drink, lottery tickets, a gift card, funny socks, an additional break, or other prizes your team would enjoy.
Start a Penny War
Divide your agents into teams, then give each team a bucket. Explain that coins placed in the buckets have different values. Pennies are worth one point and silver coins are worth negative points based on their value. For instance, a nickel is worth -5 points and a dime is worth -10 points. The teams can add coins to their own bucket or the competition’s buckets. At the end of the penny war, the team with the most points wins. They can select which charity receives all of the money.
Organize Call Center Olympics
Select multiple metrics that you want your agents to improve on over a set time period. Consider each metric a sport. The team member with the best score for each sport wins a medal or ribbon. Have an awards ceremony and party to celebrate the winners’ success.
Set Up Beach Party Bingo
Create a beach area with outdoor chairs and a sun umbrella. Include a tub of tennis balls labeled with a number and a bingo prize. Design a bingo card for each team member. Every time a call center agent reaches a KPI, they get to choose a bingo ball and receive the prize written on the ball. They also get to mark the number on their bingo sheet. The bingo winner receives a larger prize or perk.
Offer a Mystery Prize
Choose a unique mystery prize that your agents will not easily guess. Hide the prize or a picture of it in the call center. Choose a metric for your team to compete on for the day. Let them know that whoever performs the best on the metric will receive a clue to the prize’s location. The employee who finds the prize wins it.
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