Hayley Plant

• July 11, 2023

• 5 Minute Read

The Power of Gamification

Contact centres play a vital role in delivering exceptional customer service and maintaining strong customer relationships. However, the high attrition rates pose significant challenges for businesses. The UK average turnover rate sits at 15%, compared to the contact centre which is much higher at 26 %. Fortunately, the integration of gamification techniques has emerged as a powerful solution to combat the high levels of attrition and foster a positive work environment. In this blog, we will explore the problems associated with attrition in contact centres and delve into the positive impact that gamification can have on this industry.

Firstly, we will look at the current problems with attrition in the contact centre:

Monotonous / Repetitive Work: Contact centre agents are often subject to repetitive tasks, such as answering calls and responding to customer queries. This monotony can sometimes lead to employee dissatisfaction resulting in those employees leaving the business.

High Stress Levels: Handling customer complaints, dealing with complex issues, strict performance metrics and adhering to regulatory compliance can create significant stress amongst contact centre employees. Over time, the stress can wear down employees and lead to burnout, ultimately having a negative impact on attrition.

Lack of Motivation & Engagement: Contact centre agents who feel disconnected from their work and lack motivation are more likely to seek opportunities elsewhere. Without a sense of purpose and engagement, employees may view their work as mundane, affecting their job satisfaction and commitment to the business.

Limited Career Growth Opportunities: Many contact centre employees perceive their roles as dead-end jobs with limited opportunities for career progression. This perception can drive talented individuals to explore alternative career paths thus resulting in higher attrition rates

The Positive Impact of Gamification

Enhanced Motivation: Gamification injects an element of competition and rewards into the daily routine. Through incorporating game-like features such as leaderboards, awards and a point system, employees are motivated to perform to their highest driving both engagement and job satisfaction.

Increased Employee Engagement: Gamification fosters a sense of community and healthy competition amongst contact centre agents. Through team - based challenges, employees can collaborate, share knowledge and support each other thus leading to stronger bonds, feelings of belonging and essentially a more engaged workforce.

Skill Development and Training: Gamified learning modules enable contact centre agents to acquire and develop new skills. Interactive training programs, quizzes and simulations create a conducive environment for skill development, confidence boosting and overall improvements in job performance.

Recognition and Rewards: Gamification allows organisations to recognise and reward employees’ achievements in real - time. Immediate feedback, virtual rewards and public recognition not only boost morale but also reinforce positive behaviours leading a more motivated and committed workforce.

Career Progression: By tracking and measuring performance through gamification, organisations can identify high-performing agents and recommend opportunities for career growth. This helps dispel the perception of stagnation in contact centre roles and provides agents with a clear path for advancement and professional development.

Summary

The high attrition levels in contact centres is a significant challenge that affects business continuity and customer service. By implementing gamification techniques, organisations can transform the work environment, increase motivation and engagement and ultimately reduce attrition rates. By embracing the power of gamification, companies can strengthen their contact centre operations through a committed, engaged workforce who will in turn provide exceptional customer experiences.