Excellent Remote Working Solution
Jay Richie is the senior operations manager at the call center of Digital Market Solutions. He shares that the office culture at the call center is really high energy, fast paced and competitive. When they shifted to working from home, they were actively looking for a solution that “could replicate that from an environment where your macro is surrounded by your co-workers”.
Jay is happy with Spinify as they found that “gamification really helps with that, helping everybody stay engaged and keeping that same energy even if they weren’t all in the same room.”
“They’re always talking about, you know, what’s in the store, you know, what the new updates are, not just to the store they all obsess over to the platform itself.”
Rewarding Good Behaviors and Having Control on the Costs
Jay shares that it was hard to keep the agents handling calls and moving to the next ones as quickly as possible. What Spinify provided is a gamification solution to reward the good behaviors. With Spinify, Jay has seen that the amount of time between calls has dropped significantly and the agents have been taking a lot more calls. More calls leads to more sales so their revenue is going up at the end.
It’s delightful to see the profit per hour has gone up but “ironically,” Jay says, “our costs have gone down because we’re not spending as much money on cash, bonuses, spiffs”. They’re able to reward the team with the points in the Spinify reward store where the cost is under control.