Our Gamification Platform, Formulated For Your Call Center
We customize the gamification platform AgentPRO algorithm for your call center and calibrate it to match your performance evaluations.
A goal is set for every key performance indicator and we work with you to set goals for every key performance indicator to understand what your return on that performance and at what point is there a diminishing return.
5 KPI’s are ingested from outside systems. Other KPI’s can be recognized from Bit-Lever as a Primary Data source such as QA, coaching, field support.
We work with every KPI and we do three test formulas on every key performance indicator during the implementation process. We provide a chart of how the points work and we base it on either 90 days or 6 months’ worth of data from your actual system.
We run a leaderboard with the test formulas. Then we present it to the management team. We give you this real-life example mock-leaderboard so that you can look at the people up top and determine if those are really are your best agents, in a subjective manner.
Then we finalize the formula and we put that into Agent Pro.
Our gamification platform’s algorithm is complex.
Because of the nuances of every operation, we capture different ways that people can game the gamification system.
There are basically three types of formulas that go into our algorithm.
Example – Quality Assurance Audit
Here you have KPIs where you want the call center agent to score as high as they can. On a quality assurance audit, for example, there’s no reason you wouldn’t want them to score 100 percent.
EQUAL DISTRIBUTION BI-DIRECTIONAL
Example – Transfer Rate
Here you have KPIs where you literally want your call center agents to hit the goal. For example, you may want agents to transfer three percent of their calls. So someone who scores two or four percent will equally fewer points.
UNEQUAL DISTRIBUTION BI-DIRECTIONAL
Example – Average Handle Time
In this example, points-wise, you could see that the goal here is around eight minutes. If your agents go below five minutes, the point amount they get plunges. When your agents go above the goal, it plunges even more severely.