Most organizations acknowledge that without a serious plan to address
employee stress, turnover and disengagement (within the contact center
and beyond), business performance will suffer along with shareholder
value. A variety of surveys indicate, however, that the majority of
companies continue to rely on outdated strategies, processes and systems
to understand and align operations and to develop, manage and motivate
employees. It’s no wonder that attrition, morale and disengagement continue
to rank among the top concerns of senior executives.
Chime Solutions provides U.S.-based customer contact services in a wide
range of industries, including financial services, insurance, health care
and telecommunications. They specialize in delivering flexible, high
quality business process outsourcing solutions with an emphasis on inbound
customer care. The Association for Corporate Growth recently placed Chime
in the top ranking of Georgia's fastest growing companies with plans in
place for continued expansion in 2018.
“The key to our success is our team chemistry,” said Mark Wilson,
CEO of Chime Solutions. "I am blown away, daily, by their tenacity,
passion and dedication to our clients and community. To sustain this
level of dedication requires more than assembling the right leadership,
however. It’s dependent on Chime culture and our enduring commitment
to advancing transparency, inclusion, career development and
fulfillment for every member of our Chime family.”
Mark Wilson, CEO of Chime Solutions.
Chime Solutions understands that empowered, aligned and engaged employees
can not only better serve the needs of customers, but are more equipped to
thrive professionally and personally. Chime leadership had a clear vision
of the type of organization they would create, one focused on people,
transparency and trust. They also identified fundamental technological
gaps that would need to be filled to provide the level of workforce support
they envisioned and realize their dream at scale.
Some of the primary capability gaps that Chime had identified included:
Silo’d, sprawled data: Financial, operational,
engagement and other data were disconnected and stored in different
internal and external systems. Consolidating complete views of company,
program, team or individual-level activity and performance was
Business intelligence and reporting: Data aggregation
and management notwithstanding, analytics, reporting and intelligence
delivery systems were insufficient and unintegrated. Attaining
organizational alignment was a challenge. Relevant domain expertise
was neither captured nor preserved. Pinpointing strengths and
weaknesses needed to be faster and more thorough.
Employee engagement and development: The ability to
effectively implement incentive and reward, career advancement,
performance pay and other employee development and well-being
initiatives was difficult and deficient. To remain competitive, Chime
wanted to strengthen these capabilities to enhance their culture,
employer brand and effectiveness.
TouchPoint One fills these and other gaps with Acuity, a cloud-based
contact center performance management and employee engagement platform
that combines a central data store to aggregate data stored across
disparate systems, an intuitive and flexible business logic designer for
smooth setup and maintenance of different operational departments and/or
programs, and a specialized analytics engine to deliver real-time
intelligence to agents, managers, customers and partners through role-based
scorecards and dashboards. Acuity integrates gamification, voice of the
employee (VoE), quality monitoring, chat and email, e-learning, incentive
and reward, pay-for-performance and other features into a single, unified
Following an introduction to TouchPoint One at the Hire Dynamics Atlanta
Contact Center Executive Forum and subsequent Acuity evaluations, Chime
was certain they’d found the partner that could help them meet their
technological needs and achieve their business goals. The Acuity feature-set
and ability to integrate with their existing systems was compelling, but
TouchPoint One also offered extensive contact center experience and a
proven record of success with the Acuity platform that reinforced their
view that working together, the significant and extraordinary obstacles
unique to contact centers and facing Chime could be overcome.
Acuity at Chime
Chime simultaneously deployed Acuity and A-GAME “Gridiron”, the
American-style football A-GAME variation in the fall of 2017. The A-GAME
competition spanned nine 10-day regular season games, a single 10-day
post-season playoff (top two teams in each standard division) and the
10-day league championship matchup. The Chime league also included two
Xtreme divisions in which employees, primarily senior managers and
Scope: 11 projects, approximately 450 employees
Program: A-GAME Gridiron III, American football
themed competition. Standard and Xtreme Leagues.
Regular Season: September 7th – November 30th
Post Season: December 1st – December 17th
League Commissioner: MiKyle Crockett, Chime Solutions
Brand and Communications Manager
Recognition and Incentives: TouchPoint One provides
posters, “playmaker” pennants, “party-wagons” and other creative
assets to extend the A-GAME experience beyond the software and
scoring metrics. TouchPoint One also recognizes the outstanding
performance of agents and team supervisors with trophies, public
announcements and its “Medal of Excellence” award program.
Chime extended these categories of incentives and recognition with
weekly trophies, company-wide emails, digital wallboard displays and
peer-to-peer announcements. Each member of the team winning the
Chime “Super Bowl” also received a cash prize.
Performance Improvement Highlights
Balanced Scores: The weighted average Balanced
Scores across all projects increased nearly 10% (9.97%).
Quality: Improved 154% on largest program (a global
courier). Improvement ranged from 2-154% across seven projects with
Quality KPI (three small programs recorded Quality score decreases
if 0. -10 and -14%).
Schedule Adherence: Improved 86% on second largest
program (large managed healthcare provider)
Defects, Accuracy & Productivity:
Gains of 18%, 26% and 24% respectively across three projects
Gains accelerated: Balanced score improvement
accelerated throughout the season (using 90 day score average as
Through game 6: 4.66%
Through game 9: 9.97%
The Power of Engagement - Quantified
Typically, engagement is measured on the basis of surveys which are
excellent measures of perspectives, but are inherently subjective. Wherever
possible, we use explicit measures of behavior correlated with performance
to determine the positive or negative impact of a specific program,
feature or initiative.
For example, in A-GAME, Team Supervisors and Xtreme team owners have an
option to either select their starting lineups for a specific game manually
(an action that reflects direct engagement) or elect to have the system
“auto-pick” the starting lineup randomly (from among the eligible players).
Our view is that the team with a supervisor or Xtreme team owner who is
“engaged” in the process of selecting their starting lineup will, on
average, outperform the team with the disengaged supervisor or Xtreme
team. In Chime’s case, this proved convincingly true as reflected in the
Beyond starting lineup selection, Supervisors and Xtreme team owners can
access comprehensive dashboards displaying team schedules, standings, game
scores, team and individual performance records and stats with integrated
in-app features to communicate, support, encourage and incentivize members
of their team.
Tips from the “League Commissioner”
“Treat gamification as seriously as you would any other component of your
performance management or employee engagement strategy,” advises Greg
Salvato, CEO of TouchPoint One. “In A-GAME, we advise every customer to
appoint a League Commissioner to coordinate scoring rules, tournament setup,
incentives and recognition, pre-season events, experience messaging and
management throughout the season - and most certainly for the season-end
championship game and post-season awards. There is tremendous opportunity
to capitalize on the enthusiasm, cooperation and companionship provided
by A-GAME, and the League Commissioner is vital to maximizing this
MiKyle Crockett, Chime Solutions Brand and Communications Manager, vigorously
embraced her appointment as A-GAME League Commissioner for Chime. During
the course of the A-GAME Gridiron season, she logged several important
considerations to share with others who might aspire to this esteemed
position within their own organizations.
1. Data and scoring logic: make it simple, consistent, clear and manageable
Data is the basis for any game scoring. Pick the top KPIs you use to measure
performance in the business or specific process context as the basis for
your gamification initiative. Identify a reliable resource on the data end
to ensure you have access to what you need when you need it.
2. Establish executive buy-in and commitment
TouchPoint One stressed to us the importance of treating gamification like
any other aspect of performance management, and so from the very beginning,
we secured buy-in from our CEO. That A-GAME provided a way for senior
management to actually participate directly in the program made it that
3. Have fun - celebrate at every opportunity!
A-GAME enabled us to flip the perspective of performance metrics upside down.
They’re no less important now than before, but employees perceive them in
a more positive light. Metrics are largely transparent, creating
opportunities to offer or ask for help, cheer for each other, mentor, and
support in new ways.
“Partnering with TouchPoint One, Chime Solutions is leveraging
gamification in the workplace to increase employee morale, meet KPI
targets - and trail-blaze the call center industry with a new approach
to employee engagement.”
MiKyle Crockett, Chime Solutions Brand and Communications Manager and
A-GAME League Commissioner
Insights and Conclusion
According to a 2018 Korn Ferry poll of nearly 5,000 professionals, the top
reason people are looking for a new job is that they're bored. Perhaps surprisingly,
only 19 percent said their top priority for a new job is a higher pay. And those
that stay don’t perform to their potential if they’re not equipped and engaged.
As Chime Solutions demonstrated, instituting a modern performance management
platform to continuously enlighten, engage and motivate employees
while steering them toward the routines and behaviors emblematic of top
performers addresses far more than boredom alone. It is the key to workplace,
and by natural extension, personal fulfillment, which in turn yields profound
benefits for customers, business and stakeholders.
“We differentiate on the basis of how we value and serve the people who make our success
possible,” said Mark Wilson, Chime Solutions CEO. “TouchPoint One, through their technology
platforms and expertise, has enabled us to intelligently employ gamification within a comprehensive
performance management framework which has significantly elevated employee engagement and
effectiveness. Our clients realize the range of benefits that derive from happier, more loyal
customers as we achieve our intended business growth and profits.”
As the definitive platform for contact center employee engagement and performance optimization, Acuity synchronizes
the people, systems, data and processes that together convert pressing challenges into competitive advantage.
TouchPoint One has a documented record of helping companies flourish in a relentlessly competitive business
landscape. We are committed to empowering contact centers with better tools to develop, engage and lead. Our
continued focus on AI-powered best-practice modeling and virtual mentor technology paired with innovative game
mechanics and user experience design will drive even greater levels of efficiency, productivity and brand value.
Partnerships with companies like Chime Solutions are essential to enabling us to make lives better for employees,
customers and business owners alike. We invite you to join us in redefining how attaining world-class operational
excellence in sales, service and customer care is achieved.