Game the future – please the people!
Radically improve your ability to please your customers (and your customer’s customers).
As automation improves and takes on the transactional duties of customer care, BPO teams need to be better skilled at managing complex customer issues with the power to reinforce (or rescue) the customer experience. This means your team has to have greater acumen and capability than ever before.
Using deep insights and game mechanics, Datagamz can help you understand, engage and upskill your people to be the smart, stable and capable team members your customers need.
BPOs often report low morale and high absenteeism, a major impediment to the skilled, stable workforce modern contact centres require. Understanding why staff are so frustrated is critical: is the work repetitive and dull, or highly pressured? Is it too hard to onboard and upskill new people? Are team members demotivated by a lack of purpose or sense of achievement? Or could they be frustrated by poor communications and difficult systems?
By surveying teams and analyzing data from all major CRMs, telephony, NPS, learning and knowledge management systems, Datagamz can help isolate the blockers to performance and identify behaviours and habits to boost it.
Once you understand which behaviours your organization needs to boost customer service performance, it’s important to understand how team members can be motivated to adopt them. Some will be motivated by status or achievement, others by collaboration or altruism. Datagamz uses game mechanics to tap into these motivations and the intrinsic rewards they provide to help you entrench and reward good performance habits.
Every initiative you undertake to improve performance needs to be quickly measured – has it worked? If not, why not? How can you adapt the game for a better outcome? Datagamz provides near real-time impact reports so you can understand and adapt the game to get the best results.
A common issue in many BPO’s is low morale, high absenteeism and turnover. Research has shown organizations can lose ~US$40,000 when an employee leaves. Datagamz analytics can help you understand and address the issues in your contact centre.
Many employees complain of a lack of purpose at work. This is a huge demotivator and has a significant impact on productivity. Understanding what is meaningful for employees is critical. – it helps you provide an environment that is conducive to learning, accomplishing and enjoyment. Datagamz can help you build purpose and meaning into work through game mechnanics.
Datagamz uses game mechanics to make contact centre work fun and meaningful. Quests, races and building civilizations are just some of the ways we inject purpose and achievement into every day operations. – building teams that enjoy each other and their work.