4 Strategies for Optimizing Quality and Performance Using Gamification + WELCOME TO THE WEBCLINIC
Apr 12, 2017
TODAY’S SPEAKERS
SPECIAL GUEST:Charlene PetrieSr Project Manager,Sutherland Global
PRESENTER:Joe McFaddenVP of Operations,
PlayVox@josephmcfadden
MODERATOR:Briana SongerMarketing Director,
PlayVox@BriSonger
Empowered Employees = Engaged Customers4 Tips to Apply Gamification in your Call Center
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CONSIDER CUSTOMER FIRST
Take a holistic, team approach to setting 4-5 measurable KPIs with
agents, focusing on customer persona as main determiner
PROVIDE OPPORTUNITY FOR GROWTH
Give front-line employees room to take more responsibility and
ownership
MEASURE TEAM LEADER PERFORMANCE
Allow agents to express their satisfaction level of their coaching
experiences to reduce attrition and create high morale
MEASURE AND REWARD AGENT PERFORMANCE
Provide tools for transparent recognition across teams
consistently and frequently
Gamification CurveWhat’s your experience or interest level in
using gamification with your employees?
ENLIGHTEN ME (i’m learning)
CONVINCE ME (i’m questioning)
CHALLENGE ME(i’m implementing)
SURPRISE ME(i’m developing)
According to a study done by Business Systems in 2015, fromover 100 call center professionals:
‘the highest ranking challenge is delivering a service experience delivered around the customer, not the contact center
Employee Engagement and the Call Center:Useful Trends and Stats
Employee Engagement and the Call Center:Useful Trends and Stats
Organizations will need to recognize the priority millennialsplace on
‘flexibility and fulfilling social needs at work,while at the same time setting realisticexpectations of career paths andadvancement opportunities
Employee Engagement and the Call Center:Useful Trends and Stats
ProSci’s 2015 Benchmark Study found that
‘in hiring call center/contact center managers, the most highly valued skill was people management ability and coaching skills
Employee Engagement and the Call Center: Useful Trends and Stats
Mark Desmarais from Contact Center EmployeeSatisfaction Link observed
‘For higher complexity calls, a 2.5%improvement in employee satisfactionequals a 5% improvement in customersatisfaction
Custometer
Employee Engagement and theCustomer Experience
The Right…Skills
Attitude
Motivation
Training
Employee Engagement Leads to Positive Operational Outcomes
Customer SatisfactionPerformance / QualityProductivityEmployee Retention
GAMIFICATION Cycle of Continuous Improvement
Performance Quality
4. Rewards
2. Development3. Social Support
1. Feedback
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Engage the employee in the process
Social Recognition
Performance Score
81Calls
Handled
Customer Satisfaction
Time OnSystem
Learning Score
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Engage the team leader in the process
Social Recognition
Team Score
81Coaching
Calls Handled
Customer Satisfaction
Time On System
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It’s about managing recognition programs to successful outcomes
• Fair / Equitable
• Measureable
• Peer-to-Peer
• Extensible
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It’s about having a clear path to participation
• Supports engagement
• Coaching with quantified results
• Learning modules tied to gaps
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It’s about recognition for learning achievements
• Achievement against deadline
• Achievement by test scores
• Rankings among peers
• Progress towards certification
Employee Engagement Leads to Positive Operational Outcomes
Customer SatisfactionPerformance / QualityProductivityEmployee Retention
© 2015 Sutherland Global Services Proprietary 21
Who is CloudSource?
Sutherland CloudSource ranked 3rd on FlexJobs' 100 Top Companies with Remote Jobs for 2015
© 2015 Sutherland Global Services Proprietary
What is CLOUD VIEW?
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Engagement from the highest to the lowest levels within CloudSource.
Program view:
30,000 feet
Team manager
view: 10,000 feet
Agent view: ground level
© 2015 Sutherland Global Services Proprietary
Gamified Performance Feedback
AHT
NPSConv
%
FCR
Gamified Performance
Interface
Pay for Performance
Rewards
Recognition
Balanced Scorecard of
Weighted Client KPI’s
Reinforcement
• Real-time feedback on performance• We make it fun & competitive• Tied to performance-based pay, rewards & recognition
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© 2015 Sutherland Global Services Proprietary
Cycle of Improvement
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Improvement
Seeing Performance
Setting Expectations/
Goals
Measuring and
Reporting
Delivering Coaching
Improving
Contests/Best
Practices
© 2015 Sutherland Global Services Proprietary
Critical & Quick Accountability
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Driving KPI Performance
• Unprecedented visibility
• Poor performers coaching
Team Manager Effectiveness
• Coaching effectiveness
• Comparing performance and coaching
Engagement
• Improved performance
• Competitive• Less attrition
© 2015 Sutherland Global Services Proprietary
Return on Investment
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Morale!• Open door policy, easy to ask questions• Gain community engagement with little effort
Managing Managers!• Improved Team Manager accountability/visibility• More engaged with little effort, one stop shop
More business!• Winning at competing for more business• Lower costs due to less attrition• ROI and financial improvement
Q & A Session
SPECIAL GUEST:Charlene PetrieSr Project Manager,Sutherland Global
PRESENTER:Joe McFaddenVP of Operations,
PlayVox@josephmcfadden
MODERATOR:Briana SongerMarketing Director,
PlayVox@BriSonger
ASK AWAY!
Slide Deck and live recording available for download for one week after today.
Check out our blog for latest trends, tips, and product releases
Request a one-on-one live demo when you are ready to ride the engagement wave
THANKS FOR ATTENDING TODAY!
TAKE-AWAYSResource Guide