Improving remote customer service through gamification

10 February 2021

AUTHORED BY: Andy Watson

With the shift in 2020 to remote work, many businesses saw their employees experience a loss of productivity and a sense of social isolation. The customer service functions of businesses were not immune to these trends, as service representatives quickly transitioned from offices to long-term (and in some cases, permanent) home-based work.

To combat the loss of output and lack of face-to-face connection, many contact center solutions offer “gamification” features. The goal of gamification is to provide a friendly sense of competition among service representatives. The competition can enhance individual and overall team performance and promote a sense of camaraderie and connection.

The company may set baseline metrics for each representative to meet individually or rank representatives against each other. During the day, live results are displayed on the representative’s dashboard. As an added incentive, many businesses provide financial and nonfinancial rewards for top performers.

Some examples of metrics used in gamification include:

  • Average speed of answer
  • First-call resolution rate
  • Number of inbound/outbound calls for the day

Considering that remote work will continue for the foreseeable future, businesses should investigate whether their customer engagement platform can provide gamification features to enhance productivity and reduce the sense of isolation for remote workers.

Andy Watson
Andy Watson
Andy Watson
Product Marketing Manager of Business Mobility Solutions. Andy has two decades of experience in the telecom industry with Nortel, Ericsson, and GENBAND (now Ribbon Communications) working various roles in technical documentation, program management, and new product introduction. He joined Mavenir in 2018 to help drive products and solutions that will enable mobile operators to provide innovative, adaptive solutions to their customers.