Cloud Call Center Software with Gamification

How do cloud call center solutions incorporate gamification into their product?

We all know that the younger workforce is big on gaming… but how can you use that to your advantage to improve your call center’s profitability?

In the video below, Mike Smith explains how call center software vendors are adding built-in gamification options, that will allow your company (with minimal effort), to use gamification to increase the productivity of your call center.

But which call center software vendors should your company demo and quote? Click the button and ask Mike today.

About Mike
Mike Smith is the Founder and President of AeroCom and has been helping companies with telecom and cloud services since 1999. He has been the recipient of numerous business telecommunications industry awards and in 2011, he was honored as one of the top 40 business people in Orange County, CA., under 40 years old. You can also hear him as the host of the popular Information Technology podcast, ITsmiths with Mike Smith. Follow Mike on LinkedIn, Twitter or SpiceWorks.

Transcript:

If your company has a decent-sized call center, I probably don’t have to tell you that one of your biggest problems is employee turnover.

I think the stat out there is showing something like the average monthly turnover for call centers is 30% and what that equates to in my math and I’m not a mathematician or anything but that sounds to me like you’re having to turn over every single position in your call center about three times a year.

So that’s costing you a ton of money obviously in onboarding, training, recruiting, all that stuff. So any way you can reduce that turnover is obviously going to be a huge help and one of those ways might be gamification.

With all the new cloud call center solutions out there, one of the cool things they’re doing is building-in gamification.

What does it look like?

So, what that means is if you think about it… what if when you hire a call center agent, if you automatically had a way to give them like a coin system where automatically just on your hire date you get 10,000 coins?… and those coins vest 25% within the first … Every month within the first four months or something like that. So, you know, “Hey, we’ll give you 10,000 coins just to begin with and 25% of those will vest every single month that you’re on board.”

Then maybe once you hit month six you get another 30,000 coins, and then you have a whole online web portal where they can use those coins to buy things, like movie tickets or T-shirts or golf equipment or whatever, you can kind of customize it and decide what you want to build in.

What problem does it solve?

There is a big problem where call center agents just no-call, no-show… well maybe it’s because they have nothing to come back for? Maybe they don’t have anything vested to keep them in their seat all the time or something to look forward to?

Or maybe it’s a way to boost their ego so they can come home and tell their significant other, “Hey, I just got movie tickets today at my job,” or things like that.

The more I think we can do, to give those call center agents a reason to keep coming back to work or a reason to get excited or a reason to feel gratified or proud of themselves I think the better and if gamification is a way to do it, heck we all know that as the younger generations come into the workforce, video games is a huge deal. So any way we can incorporate gamification into the call center is a great idea.

So, if all of this sounds kind of interesting to you, one of the things you might want to look into is a contact center service provider who has a built-in gamification platform.

Who’s good at this?

You might be wondering, “Which call center, software companies have that?”

Don’t search for it on the internet, just email or call me (714.593.0011). I’m a broker for all the major Cloud call center service providers, and based on your company’s needs, I can kind of match you up with maybe the handful or so of vendors that I’d recommend that will fit your company specifically the best and I can help you get demos, get quotes, all that stuff.

The good news is you won’t have to pay my company anything because those service providers pay our company our broker fees. So don’t google it, you have no excuse to not give us a call. Have me help you out and yeah.