GamificationGamification system for Call Centre

A solution that makes work fun and that involves use of a variety of game mechanics such as points and badges

  • Services
  • User research
  • User experience
  • Visual guidelines
  • UI design
  • Front End development

Gamification is a relatively new solution that involves the use of a variety of game mechanics such as points, badges, levels and social interaction

The overarching idea is that when combined with agents and games, they turn mundane work processes into competitive activities, convert achievements into rewards, and promote a sense of camaraderie among co-workers.

Problem statement

Call center employees are tired of boring PowerPoint presentations and training manuals as thick as a brick. They want engaging, immersive tools that elevate their learning and productivity, regardless of whether they're new to call center or long-time team member.

Existing system

The existing method is everything handled by physically by using paper documents, print outs. And all the announcements where mad by notice board and emails.

Scope and constraints

To ensure gamification in call center on the basis of call center KPIs. For example, top performers who will fulfill the particular call center metrics will be rewarded with badges, incentives, or other prizes. This will motivate agents to do their work also boost their performance. Here is a short list of metrics that you can follow while gamifying your call center.

  • Average Speed of Answer (ASA)
  • First Call Resolution (FCR)
  • Service Level
  • Average Handling Time (AHT)
  • Average Hold Time
  • Percentage of Calls Transferred
  • No of Calls Taken

A colour palette that keeps brand values

#5514B4

#E60050

#FFB800

#0BC406

#FF0000

#00B4FF

Typography

Image

Visual design

DARK
and many more...

Client Testimonial

This Gamification is inspiring and motivating agents to increase their efforts, make them more productive and ultimately improve that all-important customer experience.