Gamification ideas for call center software, that reduce agent absenteeism

Your company’s call center agents are not showing up to work because they don’t enjoy it, but what if there was a way to increase their motivation?

In this video, I explain gamification ideas for call center software, that can help your company reduce absenteeism.

Want my recommendations on the best call center software vendors? Click the button below and ask me today.

About Me

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

in your call center, Agent No shows, no calls. You know, somebody just basically doesn’t show up for work, doesn’t call, let anybody know. That can create havoc, obviously. So it means longer wait times for your customers to get people on the phone. It means lower to see SAT scores. It means that just overall, you’re you’re not going to have as loyal customer. You’re not going to be doing as good of a job. Maybe you’re not making as many sales. All types of problems, right? So how do you prevent it? How do you prevent agents from not showing up, not calling, not doing anything? Well, you know, you have to look back at why they’re doing that. Well, a big part of it is might be that maybe they don’t really enjoy their job. Maybe they’re under they’re not they’re not engaged in their job. They’re looking for an excuse not to come to work. Well, one way to help that is gamification. So in this video, I’m going to talk about gamification and the different ways your company can use gamification with your call center software to improve employee engagement and just overall improve job satisfaction to help reduce the amount of no call, no shows.

My recommendations

But first, really quick, if you’d like, my recommendation on the best call center software that your company should be quoting. reach out, send me an email or give me a call (714.593.0011). I’m a broker for all the major Clouds software cloud contact Center software providers out there. And I’ve been doing this for over 20 years, so I will help you make a lot better decision in a fraction of the time if you want to know which vendors to quote. Reach out. Contact me, Send me an email, give me a call. It’s the reason why I do these videos. More information on that at the end of the video. And as always, don’t forget to hit the like button. Subscribe to the channel so you don’t miss any of my videos. I do at least one of these videos a week, sometimes two or three. Hit the subscribe buttons. You don’t miss anything. And leave a comment down below. I’d love to hear from you.

1. Avatar creation

The first thing you can do with gamification is all of your users can create an avatar. So if you think about kind of the first step to gamification, everybody kind of creates their own little character in gamification.

2. Gem system

The next thing kind of going down the line of gamification that users are agents can do is they can earn gems. And if you think about it, GEMS will allow them to do things like upgrade their avatar. Maybe buy some different clothes for their avatar or add different, you know, little features, things like that. So gems are kind of rewards inside the game itself.

3. Virtual currency

The third thing to think about when it comes to gamification is virtual currency. So in addition to earning gems, you can have agents earn virtual currency that can be used in a marketplace.

4. Marketplace

So that kind of leads me to the next one, which is Marketplace. So your company can set up their own marketplace inside the Cloud Call Center Software gamification module, where your company can list things like concert tickets or maybe a front row parking spot for a month or, you know, all types of different gift cards, movie tickets, little benefits, things like that that that your agents can purchase through the virtual currency that they earn through the gamification module.

Reward things like:

Well, that all sounds great, right? But what do you reward people for? Well, that’s up to you. So some examples might be, you know, wrap time, how, you know, agents with the shortest rap time or maybe agents who have the most consecutive days that they’ve attended work without an absence. Obviously, something we talked about at the beginning. Right. Employee engagement and trying to reduce the amount of no shows, no calls. So maybe attendance is something that you reward or maybe talk time. If talk time’s a big deal or number of calls taking that day, you know, they can earn different rewards. Or maybe you could reward customer satisfaction scores or call scores how you guys are grading the different calls. Or maybe it’s just sales. Maybe your agents are selling or doing upsells and you’re rewarding sales so you can reward all types of stuff through the gamification. But overall, those are just some ideas to think about when it comes to gamification. That kind of sounds cheesy a little bit, but if you look about it, if you think about it, what’s your average age of your contact center agents?

And have they, you know, how have they been raised and come up in a gamification world where video games are all over the place, Apps are all over the place, avatars are all over the place. So this is something that they’re used to. And why not meet them where they’re at and give them some fun stuff that’ll help them enjoy their job and get some extra perks and overall reduce the amount of no call, no shows for your company.

Still confused? Reach out and contact me

So I hope that was helpful. If so, don’t forget to hit the like button and maybe leave a comment down below. Subscribe to the channel so you don’t miss any of my future videos. And more than anything else, if your company needs some recommendations on the best vendors to quote for your cloud call center software providers, which ones should you quote? reach out, send me an email or give me a call (714.593.0011). This is what I do. I’m a broker for all the major cloud contact center vendors out there, and I can help your company make a lot better decision in a fraction of the time. So based on your company’s requirements, I’ll tell you which vendors your company should be quoting, which have the best reputations for good service, quality customer service, who have the features that you guys need, like gamification.

And I’ll introduce you to those companies, introduce you to the best salespeople at those companies that you should be working with. Oversee the quoting process to make sure your company gets the best pricing. And on top of all that, I won’t charge your company a dime for my broker’s services because the cloud call center service providers pay me my broker fee. So your company doesn’t have to pay me anything. So there’s no excuse not to at least reach out and see what my opinion is on which vendors your company should be quoting. All right. Well, if you’d like the video, also leave a comment down below. Down below. Tell me what you think. Tell me what future videos you’d like to see.