The Importance Of Introducing Gamification To Your Call Centre

Submitted by Dan Faraldo in Industry News, MeloTel Features

We can’t lie. We’re a bit heartbroken this morning. There are certain members of the MeloTel team who stayed up until 2:30 in the morning last night to catch the end of the Women’s Hockey Gold Medal Game at the Winter Olympics. Bearing witness to Canada’s shootout loss against the United States was less than a fun moment, to say the least. We’d like to take this opportunity, however, to recognize the amazing talent and efforts shown on the ice and congratulate our Women’s team on a great run.

We know, of course, that silver is certainly not the colour of medal the ladies were looking for. The rivalry between Canada and the Gold-capturing United States is one that spans decades and is guaranteed to continue well into the future. Canada had, in fact, bested the U.S. in the last four Olympic Games to capture the Gold medal. Perhaps, the Americans were simply due.

Are there “Olympic Games” taking place in your call centre?

The excitement brought about by the Winter Olympics reminds us of one of the most important things that a call centre business owner can do. And that is to create friendly competitions in his/her office. The idea of creating teams and pitting them against each other is one that is quite popular throughout call centre environments all over North America. As mentioned, it can create a lot of excitement.

The goal, quite obviously, is to inspire all call centre employees to perform at their highest levels. By beating out their co-workers in such objectives as most sales in a week, best customer service practices and most improved performances, your employees will be inspired to provide you with their best efforts day in and day out.

It’s known as “gamification”.

On LinkedIn, Founder & CEO of U.K.-based EvaluAgent, Jaime Scott refers to the practice of creating competitiveness in the call centre environment as “gamification”. It’s a process, he explains, that introduces systems that use point scoring and offers incentives to those who achieve the highest scores. The concept also tracks the progress of your employees and highlights the leaders on a leader board to showcase top performers.

“Gamification smooths out the entire process so that engagement is consistent, and allows agents to pursue multiple targets and challenges at the same time,” writes Scott, “Employees in any role are much more likely to become happier, engaged and work harder if they are recognized. Gamification can simply and easily maintain consistent recognition across the organization with achievements, accolades and points when personal and company goals are met.”

At MeloTel, we’re all for injecting increased enthusiasm in the workplace!

We know, from experience, that friendly competition in the call centre environment helps to create highly productive work staffs. We also advocate, of course, for phone agents to be given the necessary tools to perform their jobs to their best abilities. Such tools involve VoIP-based telephone services that offer calling capabilities unavailable with traditional landline phones.

Please don’t hesitate to contact MeloTel to learn more about our cloud-hosted Commercial Phone Services as well as our DaFeeder Preview Dialer which is a call centre must-have! Give us a call at 1-888-MELOTEL or use the Live Chat feature on our website!