Working in a call center, managing agents and teams, requires motivating your employees. In order to cultivate a workplace full of productive, successful employees, you need to encourage motivation, provide and receive feedback, and commend good performance.
This is where gamification software plays a role.
Gamification platforms can immensely benefit the vitality of a call center. Allowing management to improve overall performance, call center gamification is the implementation of using gaming techniques to encourage and motivate employees to constantly improve their performance through goal setting in a virtual landscape.
The software platform available through Bit-Lever is customizable to each call center agent. Our AgentPro platform is not only easy to use, but it will cultivate a higher level of performance among your employees, and will reward those who have gone above and beyond. Utilizing a level of competition in the gamification environment, agents will work toward accomplishing goals and receiving a reward. The agents will receive a quality scorecard, showing them how they’ve reached their goals and which areas they can continue to improve.
There’s no doubt that using gamification in call centers is an effective way of tracking and improving performance. But you may be wondering where this concept began. What’s the history of encouraging and rewarding employee performance? Not only that, but can gamification be used to engage students and employees outside of the call center workplace?
An infographic describing the history of gamification was published by TechnologyAdvice. In this visual, they discussed how the genesis of gamification techniques dates back to the late 1800s. The infographic highlights important advances in gamification since then. Continue reading along to learn how gamification came to be.
How Gamification Came To Be
1896 – The practice of rewarding started in the late 1800s. Stamps were sold by marketers to retailers in order to reward loyal customers.
1973 – Fast forward 77 years. Charles Coonradt began a consulting firm called “The Game of Work” which incorporated feedback loops in sports into professional workplaces. His work focuses on encouraging employee engagement, involvement, and motivation
1979 – MUD1 was created — the very first multi-user virtual game.
1980 – “What Makes Things Fun To Learn: A Study Of Intrinsically Motivating Computer Games” was published by Thomas Malone, explaining what makes virtual games to enticing.
1981 to 1987 – Large companies like American Airlines, Holiday Inn, and National Car Rental implements programs to reward their customers and encourage brand loyalty.
1990 to 1996 – Household gaming gains popularity, and Richard Bartle publishes “Who Plays MUAs,” standing for “multi-user adventures,” dividing video gamers into four different types.
2002 – A gaming initiative is put in place and links the electronic gaming industry to professions, including training, health, education, and public policy.
2003 – The term “gamification” is coined by Nick Pelling, a computer programmer.
2007 – Bunchball launches a gamified website for the show “The Office” called “Dunder Mifflin Infinity.” This website gets over eight million pageviews in one and a half months.
2009 – A game-based learning and educational environment called Quest To Learn welcomes a class of sixth graders.
2010 – Gamification Co. hosts the first ever Gamification Summit in San Francisco.
2012 – Mozilla launches an open badge initiative to mark accomplishments online.
2014 – It is predicted by M2 Research that gamification will grow to be a 2.8 billion dollar industry by 2016.
Incorporating Gamification Software Into Your Call Center
As you can see, gamification has grown and advanced throughout the past century, and it is only expected to continue. If you’re interested in incorporating gamification software into your call center, it’s time to learn more about Bit-Lever’s AgentPro platform.
How Does It Work?
With the gamification technology, call center agents will compete against each other to complete and accomplish objectives. The thinking behind this is if they are encouraged to engage with healthy competition in a virtual world, these processes will translate into their professional work. Agents will be rewarded by the company and management, and can be redeemed for real incentives.
The AgentPro platform includes automated reporting, which provides agents with efficient and constructive feedback.
If you’re looking for ways to boost engagement among your call center employees, it’s time to implement the AgentPro software. Try our demo today, and do not hesitate to reach out with any questions you may have.