5 Fun Gamification Challenges for a Call Center Team

When we have great employees, our main priority is keeping them happy and improving their performance.This can be challenging sometimes.

Especially in a call center. With the high pressure nature of the job, employees easily burn out. They need extra incentive to feel and do better.

Enter: sales gamification.

Gamification is a great way to motivate and entertain employees. It gives them the motivation to push themselves and their company to even greater heights. Cue: productivity and success.

So in this post, we’ll discuss 5 fun gamification challenges for a call center team that’ll help them get ready to win.
Let’s take a look!

  1. Who Learns Faster?

    Call center training can get complicated. Especially when our main goal is getting them ready to dial as soon as possible.
    This is where gamified quizzes help.

    If employees need to learn a lot of new things, the knowledge can be imparted with gamified quizzes that reward progress and participation.

    The design can be very simple. Even a maze that the player (AKA the call center employee in training) has to navigate to be rewarded with points and badges can go a long way.

    If there are multiple trainees, it can even be a competition with small prizes at the end.
    All of this will make training more entertaining. And after all, we’re wired to learn better when we’re having fun.

  2. Who’s the Pro at Skill Level-Up?

    Working in a sales call center requires all kinds of skills; from attention to detail to organization. This makes continuous education such a priority. However, employees can lose motivation.

    And gamification can help with that.

    By turning skill progress into a game and bringing some competition into the workplace, our employees will be much more engaged.
    And since career advancement is one of the most important things for the modern workforce, turning skill improvement into a challenge with leaderboards and progress bars can go a long way.

    Employees can also be divided into teams to track each other’s progress and award points accordingly.
    However, this challenge is best implemented when the entire team is going through a skill training to give them the extra push they need.

  3. Who’s the Expert at Our Product?

    It’s vital for any call center agent to know everything about the product they’re selling. It’ll help them talk to prospects, as well as increase their confidence while doing it.

    However, this isn’t as simple as it sounds. Especially if the product has many features that often change. That’s why we can turn obtaining product knowledge into a fun challenge for the entire call center team.

    For example, learning new features about the product can be rewarded with trophies and badges for product knowledge. We can even create buyer personas who need specific product features, and turn it into a mini-quiz.

    And for the competitive push we need in every challenge, we can add leaderboards.

    The employees who demonstrate the best knowledge on the product will feel recognized and rewarded, increasing their productivity and job satisfaction in the long run.

    And those who didn’t luck out in this round will feel motivated to do better in the future.

  4. Who Can Close More Deals?

    If our call center is suffering from a huge backlog of deals that haven’t been closed, it’s time to gamify the process!

    While figuring out what to optimize, we can motivate the employees to focus on previously open deals.

    Each follow-up can result in one point, a closed deal in a badge, and finally – the person who has the most closed deals in a set period of time gets a trophy or a reward.

    At the end, we can have the best performers share their insight with the rest of the team to make sure everyone’s learning.

  5. Who Improved the Most?

    Finally, while call center gamification can go a long way towards improving performance, it can also seem too focused on the results.

    So to combat that, we can create a longer challenge that will help employees track their performance over time.

    How have they improved? What badges have they won, and what do they stand for? What’s next to aspire to?

    This is crucial if we want to make our employees feel satisfied with their jobs and their career progress.

    A challenge that lasts for a longer period of time will show employees how successful they’ve become. One badge at a time.

    And implementing them is easy with Spinify.

By |2019-06-25T03:21:56+00:00May 13th, 2019|Company Culture, Motivation, Performance|Comments Off on 5 Fun Gamification Challenges for a Call Center Team

About the Author:

Matt Bullock
Serial entrepreneur who loves a deep dive into technology and applying it to solve business problems. Matt recognized that gamification of business activity processes would lead to greater staff engagement, increase productivity and motivate the team to do more, so that businesses sell more and grow more.