Keeping your agents engaged and motivated is an important factor in success. Gamification can provide just what you need to motivate excellence.
Traditional motivational efforts such as sales competitions can motivate and reward the final results of a higher volume of sales. But it never handles motivation for the steps to achieve it.
Gamifying your workplace can amend this issue and boost competition in a way that traditional methods seldom can.
You can use this tool for all sorts of service and sales training. This will help management in many ways as well. Everything from data to organization and logistics can improve with the help of a game-like structure.
Gamifying a workplace does not mean making it less serious. It doesn’t mean having a team building event where employees play games.
It means using the mechanisms of a video game to create a system for training, motivation, and performance evaluation. It’s a way to boost engagement with work.
Using various challenges, point systems, and rewards, you turn work into a game. It’s more direct and easy to understand than future projections, so it’s more motivating here and now.
You can use this tool to guide and encourage workers and projects just the right way. It also makes it easier to keep track of results.
When you do it right, gamification motivates workers and gives you constant, reliable feedback in the form of performance data.
Let’s look closer at eight major reasons why you should gamify your business.
Instant and delayed gratification are very different things. It can be hard to motivate a great effort here and now with potential future projections or complicated explanations.
For example, closing big deals can win you a bonus. But there’s no direct positive response along the way to the closing.
Imagine if each salesperson earned points whenever they did something right along the way, and lost points if did something wrong. From setting things up and keeping data clean, to converting sales the proper way.
Keeping weekly and monthly scoreboards and awarding little rewards for the best performers will provide plenty of motivation.
Best of all, it will teach agents to enter data the right way. This way, both salespeople and management will have an easier time reading and learning from customer data.
Competition is the name of the game when you’re gamifying an office. The more your agents compete against each other, the better they’ll perform. Your system thrives on this competition.
You mustn’t push the competitive aspect too far though. If workers develop animosities out of competition, you’ll see company culture and collaboration deteriorate. This can damage your business a lot.
If you work to maintain a company culture of healthy rivalry you’ll find the gamified workflow very effective.
You can also reward good teamwork, this way your gamification can improve collaboration.
A gamified workplace attracts specific types of employees. The types who’ll become motivated, competitive agents. This will help ensure that your new hires are fit for the job.
Customer service gamification gives agents access to the stats and scores of other agents they’re competing with. This helps them know what to strive for, and reassures them that the competition is fair.
Transparency is a great thing in general. It will give your employees a greater sense of trust and belief in the company and management. It will also improve company culture.
It’s important that you reserve the game system for factors that can be quantified in a fair, objective way. Workers must receive points in a consistent way.
Other merits, such as written feedback from customers, must be kept separate.
The good thing about all these numbers is that they don’t lie. Gamifying your customer service gives you and your workers a clear view of important data. This includes quantitative measures regarding each employee’s performance.
There’s a slight downside to gamifying your office. Certain employees may try to trick the system in order to seem more productive. However, setting up your game system right will let you know when someone’s trying to cheat.
In the typical case, it takes a sales development rep multiple tries to arrange a meeting with a prospect. Around five to eight attempts. However, many will be discouraged by failure and give up before three tries.
If you gamify this process by rewarding them for each attempt, they’ll be more motivated to keep trying. You can also implement a minimum requirement of five attempts, so they can’t give up.
Guiding workers’ behavior is a key point of gamification.
The sales process goes through many stages before the signing of the contract. Long cycle deals hinge on endurance and a steady momentum.
You can encourage workers to be patient and follow up by celebrating each successful step instead of just the last.
Getting a meeting with a prospect is a small success. So is a signed LOI and a passed technical evaluation.
Gamification makes it easy to cheer your workers on with each milestone they pass. Give points, badges, titles, or something else that will motivate them to do even better.
If you’re really serious, you can keep scoreboards for each stage of the sales process.
One of the key ingredients to success is knowledge. A good worker must understand their clients and products.
Learning isn’t a high priority for many busy workers who seek fast results. This is a problem.
Gamify the learning process with challenges and points. You can integrate this into the main workflow too.
For example, on the day of an important call, you could have the caller take a quiz before calling. You can challenge their awareness of client data and the qualities of the product they’re trying to sell.
Customer service gamification can be an invaluable tool for getting new hires into the groove. Incorporating the game into your onboarding processes can activate them and help them learn faster.
This is a good way to get them used to your gamified company culture and make sure they’re not intimidated.
Coming to a new workplace and finding yourself at the bottom of a scoreboard can still be very discouraging. However, you can fix this by awarding a point bonus for completing the onboarding game that carries over.
Gamifying your office can provide that extra motivation that employees sometimes need in order to come back day after day. If they have a high score to maintain, or they’re close to overtaking a rival, they’ll be more inspired to work.
Instead of quitting or calling in sick, they might work better.
Gamification is a powerful tool that’s gaining popularity for a reason. In addition to motivation, it can improve feedback and give valuable insights on every level.
You can stimulate your agents to encourage harder work, and motivate them to keep giving their best.
It’s a useful way to bring new recruits up to speed and keep old ones engaged and willing to keep learning.
If you have more questions about customer service, contact us here.