ENGAGE BETTER Boost Your Contact Center Employees’ Performance and Morale
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ENGAGE BETTERBoost Your Contact Center Employees’ Performance and Morale
Do Your Employees…
Feel their daily activities are repetitive?
Feel stressed about their targets?
Become bored with their work?
**YAWN**“
Do Your Employees…
Don’t feel enough respect for their work?
Feel that there’s too much
micro-management at work?
Feel that others have a low opinion
about their job?
So… you work for a call center… ”
Generally, most workers feel that there are
few, if any, opportunities for growth. *
You want your employees to...
Be sensitive to customer’s need and the engagement experience
Be responsible and self-organized
Handle work challenges with a positive attitude
Continuously learn and improve
Deliver the highest level of performance
But you end up worrying about…
Employee Attrition
Employee Absenteeism
Productivity Issues
Behavioural Issues
Poor customer service
So, What’s the Solution?
Make the
employees
More Engaged
Understand
Their
Motivations
So, What’s the Solution?
Make the employees
More Engaged
Understand Their
Motivations
GAMIFICATION
Why Gamification?
Gamification harvests various levels of people’s motivation
INTRINSIC EXTRINSICMotivation Level
Gratification Social Value Fun External Gains
Proving Self
Achievement
Privileges
Ownership
Autonomy
Empowerment
Reputation
Acceptance
Competitive Win
Popularity
Reciprocity
Socialization
Thrill
Immersive XP
Virtual Life
Storytelling
Surprise
Curiosity
Lucky Wins
Opportunity
Exclusive Rewards
Free Gifts
Financial Gain
What Motivates Call Center Employees?
Gratification Social Value Fun External Gains
Respect and Empathy
Personal Attention
Social Recognition
Simpler Work Execution
Adding more “Life” to work
Time off from Work
Financial Rewards
Employee logs-in
to begin her shift-
work
1
New BeginningsImagine a new day in the life of a Call Center Agent
New Beginnings
The system asks her about
her well-being status.
This feedback is used to
evaluate her performance
at the end of the day.
2
New Beginnings
Employee sees
her dashboard
& status
3
New Beginnings
Employee takes a
quick assessment
after completing
her tasks
4
New Beginnings
Regular quizzes
keep employees
sharp and
always prepared
4
New Beginnings
Employee sees her
performance over time –
she judges where she’s
improving, and where
there’s scope to improve.
5
New Beginnings
Employee sees how she
compares with her
colleagues in her team
and across the company
6
New Beginnings
Real-time notifications
keep her hooked
7
New Beginnings
Interesting
conversations in the
forums keep her coming
back for more, and build
up a more engaged
workforce.
8
How Does This Work?
Different employee segments need different motivation
solutions
LOW HIGH
LOW
HIGH
MO
TIV
AT
ION
CAPABILITY
Low Priority Engage to Deliver
Engage to SustainEngage to Improve
Engage to Improve
Cut out any unnecessary complexity.
Make your employee’s work simpler.
Engage to Improve
Boost their empathy so they can connect better with their colleagues.
Introduce Social Recognition.
Engage to Improve
Keep taking regular assessmentsof their abilities and provide them constant feedback.
Engage to Deliver
Give your employees more personal time and attention
Engage to Deliver
Give your employees more Challenges, and reward them for their efforts.
Engage to Sustain
Add Social Recognition.
Build up respect for their work in your employees.
Special Recommendations
• Have both individual and team goals
• Define mission-driven tasks and challenges
• Have daily progress-based gamification dynamics.
• Use small game modules ranging from 1 to 5 minutes
• Use unlocking features – where employees have to earn privileges
• Prefer surprise elements and social-graph based features.
• Use highly immersive Serious-Game environments rarely.
• Have In-App notification driven experiences.
• Use visual clues, help, prompting and pro-active call-to-action is highly desired
Start Engaging Today
© 2016
Design Thinking Consulting Group LLC
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