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4 Strategies for Optimizing Quality
and Performance Using Gamification
+
WELCOME TO THE WEBCLINIC
ASK US ANYTHING
#playvoxsutherlandwebclinic
@PlayVoxApp
@BriSonger
@josephmcfadden
TODAY’S SPEAKERS
SPECIAL GUEST:
Charlene Petrie
Sr Project Manager,
Sutherland Global
PRESENTER:
Joe McFadden
VP of Operat...
Empowered Employees = Engaged Customers
4 Tips to Apply Gamification in your Call Center
‹#›
CONSIDER CUSTOMER FIRST
Take ...
Gamification Curve
What’s your experience or interest level in
using gamification with your employees?
ENLIGHTEN ME
(i’m l...
According to a study done by Business Systems in 2015, from
over 100 call center professionals:
‘the highest ranking chall...
Employee Engagement and the Call Center:
Useful Trends and Stats
Organizations will need to recognize the priority millenn...
Employee Engagement and the Call Center:
Useful Trends and Stats
ProSci’s 2015 Benchmark Study found that
‘in hiring call ...
Employee Engagement and the Call Center:
Useful Trends and Stats
Mark Desmarais from Contact Center Employee
Satisfaction ...
Custometer
Employee Engagement and the
Customer Experience
The Right…
Skills
Attitude
Motivation
Training
Employee Engagement Leads to
Positive Operational Outcomes
Customer Satisfaction
Performance / Quality
Productivity
Employ...
GAMIFICATION
Cycle of Continuous Improvement
Performance
Quality
4. Rewards
2. Development3. Social Support
1. Feedback
Engage the employee in the process
Social Recognition
Performance Score
81
Calls
Handled
Customer
Satisfaction
Time On
Sys...
It’s about healthy competition through
transparency
Engage the team leader in the process
Social Recognition
Team Score
81
Coaching
Calls
Handled
Customer
Satisfaction
Time O...
It’s about managing recognition programs
to successful outcomes
• Fair / Equitable
• Measureable
• Peer-to-Peer
• Extensib...
It’s about having a clear path to
participation
• Supports engagement
• Coaching with quantified results
• Learning module...
It’s about recognition for learning
achievements
• Achievement against deadline
• Achievement by test scores
• Rankings am...
Employee Engagement Leads to
Positive Operational Outcomes
Customer Satisfaction
Performance / Quality
Productivity
Employ...
© 2015 Sutherland Global Services ProprietaryBy Charlene Petrie, Sr. Manager, Community Engagement
© 2015 Sutherland Global Services Proprietary 21
Who is CloudSource?
Sutherland CloudSource ranked 3rd on FlexJobs' 100 To...
© 2015 Sutherland Global Services Proprietary
PlayVox Ramp Up
22
© 2015 Sutherland Global Services Proprietary
What is CLOUD VIEW?
23
Engagement from the highest to the lowest levels with...
© 2015 Sutherland Global Services Proprietary
Gamified Performance Feedback
AHT
NPS
Conv
%
FCR
Gamified
Performance
Interf...
© 2015 Sutherland Global Services Proprietary
Cycle of Improvement
25
Improvemen
t
Seeing
Performance
Setting
Expectations...
© 2015 Sutherland Global Services Proprietary
Cycle of Improvement on AHT: 627 to 499
26
© 2015 Sutherland Global Services Proprietary
Critical & Quick Accountability
27
Driving KPI
Performance
• Unprecedented
v...
© 2015 Sutherland Global Services Proprietary
Return on Investment
28
Morale!
• Open door policy, easy to ask questions
• ...
Q & A Session
SPECIAL GUEST:
Charlene Petrie
Sr Project Manager,
Sutherland Global
PRESENTER:
Joe McFadden
VP of Operation...
Slide Deck and live recording available for download for one week
after today.
Check out our blog for latest trends, tips,...
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WebClinic-4 Strategies for Optimizing Quality and Performance Using Gamification (PlayVox and Sutherland Global)

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Applying gamification techniques to both quality and performance in your call center leads to higher employee engagement from supervisor to agent level. Finding the balance between how to drive both external and internal motivation is one of the greatest fulfillments any call center can achieve.
What really inspires employees to stay engaged? How can you empower your team to improve customer experience?
You'll learn how team leaders and agents can:
-use the cycle of self-improvement to drive motivation
-use tools to practically apply gamification to increase quality results
-create performance campaigns that drive engagement
-reduce attrition and create a positively social atmosphere

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WebClinic-4 Strategies for Optimizing Quality and Performance Using Gamification (PlayVox and Sutherland Global)

  1. 1. 4 Strategies for Optimizing Quality and Performance Using Gamification + WELCOME TO THE WEBCLINIC
  2. 2. ASK US ANYTHING #playvoxsutherlandwebclinic @PlayVoxApp @BriSonger @josephmcfadden
  3. 3. TODAY’S SPEAKERS SPECIAL GUEST: Charlene Petrie Sr Project Manager, Sutherland Global PRESENTER: Joe McFadden VP of Operations, PlayVox @josephmcfadden MODERATOR: Briana Songer Marketing Director, PlayVox @BriSonger
  4. 4. Empowered Employees = Engaged Customers 4 Tips to Apply Gamification in your Call Center ‹#› CONSIDER CUSTOMER FIRST Take a holistic, team approach to setting 4-5 measurable KPIs with agents, focusing on customer persona as main determiner PROVIDE OPPORTUNITY FOR GROWTH Give front-line employees room to take more responsibility and ownership MEASURE TEAM LEADER PERFORMANCE Allow agents to express their satisfaction level of their coaching experiences to reduce attrition and create high morale MEASURE AND REWARD AGENT PERFORMANCE Provide tools for transparent recognition across teams consistently and frequently
  5. 5. Gamification Curve What’s your experience or interest level in using gamification with your employees? ENLIGHTEN ME (i’m learning) CONVINCE ME (i’m questioning) CHALLENGE ME (i’m implementing) SURPRISE ME (i’m developing)
  6. 6. According to a study done by Business Systems in 2015, from over 100 call center professionals: ‘the highest ranking challenge is delivering a service experience delivered around the customer, not the contact center Employee Engagement and the Call Center: Useful Trends and Stats
  7. 7. Employee Engagement and the Call Center: Useful Trends and Stats Organizations will need to recognize the priority millennials place on ‘flexibility and fulfilling social needs at work, while at the same time setting realistic expectations of career paths and advancement opportunities
  8. 8. Employee Engagement and the Call Center: Useful Trends and Stats ProSci’s 2015 Benchmark Study found that ‘in hiring call center/contact center managers, the most highly valued skill was people management ability and coaching skills
  9. 9. Employee Engagement and the Call Center: Useful Trends and Stats Mark Desmarais from Contact Center Employee Satisfaction Link observed ‘For higher complexity calls, a 2.5% improvement in employee satisfaction equals a 5% improvement in customer satisfaction
  10. 10. Custometer Employee Engagement and the Customer Experience The Right… Skills Attitude Motivation Training
  11. 11. Employee Engagement Leads to Positive Operational Outcomes Customer Satisfaction Performance / Quality Productivity Employee Retention
  12. 12. GAMIFICATION Cycle of Continuous Improvement Performance Quality 4. Rewards 2. Development3. Social Support 1. Feedback
  13. 13. Engage the employee in the process Social Recognition Performance Score 81 Calls Handled Customer Satisfaction Time On System Learning Score
  14. 14. It’s about healthy competition through transparency
  15. 15. Engage the team leader in the process Social Recognition Team Score 81 Coaching Calls Handled Customer Satisfaction Time On System
  16. 16. It’s about managing recognition programs to successful outcomes • Fair / Equitable • Measureable • Peer-to-Peer • Extensible
  17. 17. It’s about having a clear path to participation • Supports engagement • Coaching with quantified results • Learning modules tied to gaps
  18. 18. It’s about recognition for learning achievements • Achievement against deadline • Achievement by test scores • Rankings among peers • Progress towards certification
  19. 19. Employee Engagement Leads to Positive Operational Outcomes Customer Satisfaction Performance / Quality Productivity Employee Retention
  20. 20. © 2015 Sutherland Global Services ProprietaryBy Charlene Petrie, Sr. Manager, Community Engagement
  21. 21. © 2015 Sutherland Global Services Proprietary 21 Who is CloudSource? Sutherland CloudSource ranked 3rd on FlexJobs' 100 Top Companies with Remote Jobs for 2015
  22. 22. © 2015 Sutherland Global Services Proprietary PlayVox Ramp Up 22
  23. 23. © 2015 Sutherland Global Services Proprietary What is CLOUD VIEW? 23 Engagement from the highest to the lowest levels within CloudSource. Program view: 30,000 feet Team manager view: 10,000 feet Agent view: ground level
  24. 24. © 2015 Sutherland Global Services Proprietary Gamified Performance Feedback AHT NPS Conv % FCR Gamified Performance Interface Pay for Performance Rewards Recognition Balanced Scorecard of Weighted Client KPI’s Reinforcement • Real-time feedback on performance • We make it fun & competitive • Tied to performance-based pay, rewards & recognition 24
  25. 25. © 2015 Sutherland Global Services Proprietary Cycle of Improvement 25 Improvemen t Seeing Performance Setting Expectations/ Goals Measuring and Reporting Delivering Coaching Improving Contests/ Best Practices
  26. 26. © 2015 Sutherland Global Services Proprietary Cycle of Improvement on AHT: 627 to 499 26
  27. 27. © 2015 Sutherland Global Services Proprietary Critical & Quick Accountability 27 Driving KPI Performance • Unprecedented visibility • Poor performers coaching Team Manager Effectiveness • Coaching effectiveness • Comparing performance and coaching Engagement • Improved performance • Competitive • Less attrition
  28. 28. © 2015 Sutherland Global Services Proprietary Return on Investment 28 Morale! • Open door policy, easy to ask questions • Gain community engagement with little effort Managing Managers! • Improved Team Manager accountability/visibility • More engaged with little effort, one stop shop More business! • Winning at competing for more business • Lower costs due to less attrition • ROI and financial improvement
  29. 29. Q & A Session SPECIAL GUEST: Charlene Petrie Sr Project Manager, Sutherland Global PRESENTER: Joe McFadden VP of Operations, PlayVox @josephmcfadden MODERATOR: Briana Songer Marketing Director, PlayVox @BriSonger ASK AWAY!
  30. 30. Slide Deck and live recording available for download for one week after today. Check out our blog for latest trends, tips, and product releases Request a one-on-one live demo when you are ready to ride the engagement wave THANKS FOR ATTENDING TODAY! TAKE-AWAYS Resource Guide

Applying gamification techniques to both quality and performance in your call center leads to higher employee engagement from supervisor to agent level. Finding the balance between how to drive both external and internal motivation is one of the greatest fulfillments any call center can achieve. What really inspires employees to stay engaged? How can you empower your team to improve customer experience? You'll learn how team leaders and agents can: -use the cycle of self-improvement to drive motivation -use tools to practically apply gamification to increase quality results -create performance campaigns that drive engagement -reduce attrition and create a positively social atmosphere

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