4 Strategies for Optimizing Quality and Performance Using Gamification

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TODAY’S SPEAKERS

SPECIAL GUEST:Charlene PetrieSr Project Manager,Sutherland Global

PRESENTER:Joe McFaddenVP of Operations,

PlayVox@josephmcfadden

MODERATOR:Briana SongerMarketing Director,

PlayVox@BriSonger

Empowered Employees = Engaged Customers4 Tips to Apply Gamification in your Call Center

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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

Gamification CurveWhat’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)

According to a study done by Business Systems in 2015, fromover 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

Employee Engagement and the Call Center:Useful Trends and Stats

Organizations will need to recognize the priority millennialsplace on

‘flexibility and fulfilling social needs at work,while at the same time setting realisticexpectations of career paths andadvancement opportunities

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

Employee Engagement and the Call Center: Useful Trends and Stats

Mark Desmarais from Contact Center EmployeeSatisfaction Link observed

‘For higher complexity calls, a 2.5%improvement in employee satisfactionequals a 5% improvement in customersatisfaction

Custometer

Employee Engagement and theCustomer Experience

The Right…Skills

Attitude

Motivation

Training

Employee Engagement Leads to Positive Operational Outcomes

Customer SatisfactionPerformance / QualityProductivityEmployee Retention

GAMIFICATION Cycle of Continuous Improvement

Performance Quality

4. Rewards

2. Development3. Social Support

1. Feedback

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Engage the employee in the process

Social Recognition

Performance Score

81Calls

Handled

Customer Satisfaction

Time OnSystem

Learning Score

It’s about healthy competition through transparency

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Engage the team leader in the process

Social Recognition

Team Score

81Coaching

Calls Handled

Customer Satisfaction

Time On System

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It’s about managing recognition programs to successful outcomes

• Fair / Equitable

• Measureable

• Peer-to-Peer

• Extensible

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It’s about having a clear path to participation

• Supports engagement

• Coaching with quantified results

• Learning modules tied to gaps

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It’s about recognition for learning achievements

• Achievement against deadline

• Achievement by test scores

• Rankings among peers

• Progress towards certification

Employee Engagement Leads to Positive Operational Outcomes

Customer SatisfactionPerformance / QualityProductivityEmployee Retention

© 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 Top Companies with Remote Jobs for 2015

© 2015 Sutherland Global Services Proprietary

PlayVox Ramp Up

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© 2015 Sutherland Global Services Proprietary

What is CLOUD VIEW?

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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

© 2015 Sutherland Global Services Proprietary

Gamified Performance Feedback

AHT

NPSConv

%

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

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© 2015 Sutherland Global Services Proprietary

Cycle of Improvement

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Improvement

Seeing Performance

Setting Expectations/

Goals

Measuring and

Reporting

Delivering Coaching

Improving

Contests/Best

Practices

© 2015 Sutherland Global Services Proprietary

Cycle of Improvement on AHT: 627 to 499

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© 2015 Sutherland Global Services Proprietary

Critical & Quick Accountability

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Driving KPI Performance

• Unprecedented visibility

• Poor performers coaching

Team Manager Effectiveness

• Coaching effectiveness

• Comparing performance and coaching

Engagement

• Improved performance

• Competitive• Less attrition

© 2015 Sutherland Global Services Proprietary

Return on Investment

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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

Q & A Session

SPECIAL GUEST:Charlene PetrieSr Project Manager,Sutherland Global

PRESENTER:Joe McFaddenVP of Operations,

PlayVox@josephmcfadden

MODERATOR:Briana SongerMarketing Director,

PlayVox@BriSonger

ASK AWAY!

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Request a one-on-one live demo when you are ready to ride the engagement wave

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TAKE-AWAYSResource Guide