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February 22, 2018

The Importance Of Introducing Gamification To Your Call Centre

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!

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Here are a few testimonials from what our customers have to say:

Danielle Cameron
Heidi Kaufmann
Charles Murray
Rashalee Green
Fouad Shuhaiber
Name
Dr. Martin Jugenburg
Wayne Goldstein
Danielle Cameron (VP Marketing)Imprezzio Marketing

“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"

Heidi Kaufmann (Manager )TK Enterprises

“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"

Charles Murray (CEO)Benjamin Verde

“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s VXCO.net portal. READ MORE"

Rashalee Green (VP of Operations)Synergy Marketing

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Fouad Shuhaiber (CEO)National Projects

“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"

Name (title)Skinjectables

“The transition to MeloTel has been exceptional on a number of levels. Cost savings of more than 50% compared to our old traditional multi-line system is a welcome benefit, but the service and features are what we are most pleased with. MeloTel gives us the capability to enhance our service to clients with features like “Find Me-Follow Me” which allows us to answer our main office lines from anywhere, at any time with our smart phones or soft phones. READ MORE"

Dr. Martin Jugenburg (Surgeon)Toronto Cosmetic Surgery Institute

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Wayne Goldstein (CEO)Global Mentoring Solutions

“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"

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