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Motivating Call Centre Agents through Gamification Techniques-Coracall Contact Centre, Durban
Gamification techniques have been used for years within incentive programs, and have grown and evolved in popularity over the last decade. The common person is unknowingly exposed to gamification techniques through credit card rewards systems, which provide a fun, challenging and rewarding way to incentivise their customers to use their card more. The use of gamification has evolved over the recent years and can now be seen in a wide variety of different places, products or services. As a manager in a customer support call centre, gamification in the workplace is a great way to motivate call centre agents. Break down large activities, and break them into small, easily achievable tasks which can be rewarded immediately. For instance, the act of reaching 30 days consecutive attendance could be a rewarded accomplishment, or tie it in with on-going training. These techniques are widely accepted with Gen Y Millennial workforce, as they’ve grown up with it. Just be careful not to tie gamification rewards with client calls, as it could lead to poor quality and results for the client and customer. Coracall, a global leader in customer service outsource call centre, is a strong believer that happy and motivated call centre agents equals happy clients and customers. To learn more about Coracall, visit www.coracall.com
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