Call Center Scheduling Featured Article
Can Gamification Help with Call Center Scheduling?
In the world of call center scheduling, a number of tools have been introduced in recent years to ease the process. When adopted, these tools took manual, time-consuming activities and streamlined them with online solutions available through any browser. Now that this is an accepted strategy in the call center space, it may time to introduce a little fun into the mix.
The latest trend shaking up a number of industries is the use of gamification. Call center scheduling solution provider, Monet Software recently published a blog on the topic, pointing to the importance of turning the workplace into a fun place. For environments where high productivity is a must, introducing fun may be more than just a little challenging.
Recent studies into the topic, however, have pointed to the importance of introducing fun into the workplace. Yes, you want employees to deliver value when they’re on your time. But, if they’re more likely to be productive when the environment is fun, exploring the possibilities is definitely worth your time. To that end, it’s time to check out gamification.
The introduction of gamification into the call center means you’re redesigning everyday routines and tasks so they are more like games and interactive. The resulting experiences are then more engaging, more fun and hopefully more productive. As long as there aren’t negative consequences to the activities devised, this strategy can work beautifully to motive employees in the call center.
For instance, call center agents could compete on how quickly they can produce a sale or resolve a customer call. The important element is that they aren’t rushing through a script or cutting the customer short to do so. The plan can also backfire if agents start using more aggressive tactics with customers and deplete the customer experience in the hope of “beating” other agents.
That doesn’t mean the gamification implementation can’t work to your benefit; it simply means you need to design the program with care. Using it for call center scheduling could be a great way to introduce the concept into your environment. Offer incentives for those who are willing to take the tougher shifts, those who don’t ask for exceptions or those who have the best adherence percentage.
Whatever the application that best suits your environment, give it a try and measure the results. Remember, the goal is to introduce an element of fun that drives productivity. If you can accomplish both, chances are your customers will benefit from even greater service and you’ll see that impact on the bottom line.
Edited by Stefania Viscusi