How gamification tools inspire and engage young
reps, even when they are working from home.
Gen Z is the newest generation to enter the workforce,
and call center supervisors need to ramp-up their
performance management strategies to keep these young
Gen Z (born after 1996) are first true digital natives.
They grew up on iPhones, YouTube, and Snapchat, and they
have been playing video games since before they could
read. This is not a generation who deals well with boredom,
and they expect real-time feedback on their performance –
ideally through digital channels.
Fortunately, most call center supervisors already
use a tool that will help them connect with and
incent these young workers – gamification.
Before you insist that you have never used gamification,
answer this question: Have you ever created a
leaderboard to rank your reps by performance, or
offered incentives for meeting a performance quota?
If you have, then you’ve gamified your workplace.
How does gamification work?
At its core, gamification uses competitive gaming
elements -- team rankings, ‘first to finish’ awards,
accumulation of points -- to encourage desired behavior
or outcomes. Supervisors have used these internal
competitions for decades to engage teams and
The difference now is that technology has replaced
the whiteboard, giving supervisors more ways to
generate exciting and competitive gamified experiences.
Today’s gamified performance engagement tools
create virtual arenas with sophisticated visuals,
detailed characters, and real-time data streaming
that automatically tracks every player’s performance
against specific KPIs.
With these tools your reps aren’t just checking to
see whose name moved to the top of the board each
day. They are participating in
fantasy sports leagues,
heroic quests, and going on
where their actions are all tied to improved
Along with making the competitions more fun,
gamification technologies give supervisors and
reps instant access to information about individual
and team performance, which they can track throughout
the day. By making the results transparent and
immediate, gamified performance management tools
create the same kind of unpredictability and
social influence that makes video-gaming so addictive.
Gamify your quarantine
Even if reps are working remotely they can see what
their teammates are accomplishing in real-time and
how they measure up. It makes the work day less
boring, while creating more fanfare around the
successful completion of tasks.
With most reps now working from home, gamification
offers a compelling model to foster a connected
team environment, and to weave motivation into
day-to-day activities in order to encourage better
performance. Our customers have achieved significant
performance improvements through the use of
one BPO company that saw
a 30% reduction in attrition and an almost 18%
increase in dollars collected after deploying a
football themed competition.
And it’s simple to use.
The best gamification tools offer pre-made environments
and automated data tracking so supervisors can focus on
outcomes – not monitoring data. They just have to input
the names of the players, select the KPIs they want to
track, and choose a timeframe and game theme, and the
platform will do the rest. Within minutes you can set
up the competition, and watch as team members rise to
How to gamify performance
To get the most value out of gamification for
performance management, our experts offer this advice:
Set clear performance goals.
It’s tempting to rush into gamification just to
experience the environment, but if you want to drive
better performance, you have to link the gaming mechanics
to KPIs that are tied to specific business results.
These can range from number of closed deals or completed
calls, to quality improvements, productivity goals,
or even attendance.
Talk-up the game.
Performance improvement games are more successful
when players see that leaders care about the outcomes.
To do this, share daily results with the team and key
company leaders, announce winners, and celebrate the
outcomes with the rest of the company. Engaged leaders
create engaged employees who do better work.
Keep it short.
Shorter games consistently drive more engagement and
better outcomes, because people are focused on the
end result. Our experts suggest limiting games to no
more than a week or two, and to leave time between
games. Otherwise people will get bored and results
Change it up.
Choosing different game environments, scoring
elements, and KPIs will make each game feel fresh,
and give everyone a chance to excel.
Winners ought to receive something for their success,
but it doesn’t have to be huge. Prizes can range from
cash awards or gift cards, to extra time-off, to
symbolic gifts like a mug or a trophy. The key is
to give them something to acknowledge the win and
to celebrate their success with the team.
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For more information about how to gamify your performance
management efforts, contact me at
or check out
TouchPoint One Gamification Solutions.
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