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Gamification changes the game in the agent training space. While gamification is designed primarily to improve the engagement of agents, its effects upon customer service quality have already been illustrated. A recent study has shown that companies enjoy a 700% conversion rate when using gamification within their workplace.
For example, you might specify a 90/20 service level meaning that 90% of the calls should be answered within 20 seconds. Due to fluctuations of incoming calls, you may want to establish different thresholds for peak times and off-peak times. FirstCallResolution (FCR). Why gamification works.
Speech analytics software now detects customer sentiment in real-time, allowing supervisors to intervene in challenging calls promptly. This proactive approach has led to improvements in first-callresolution rates for many Indian call centers. What are the key metrics Indian call centers focus on?
In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. Not only is this crucial to achieving high CSAT scores , a lower ASA lowers the occurrence of abandoned calls while increasing the FirstCallResolution rate.
We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Choose and focus on the right metrics Inbound call centers have so many things they can measure that it’s tempting to make each measurement equally important.
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