5 great things PlayCall does for your call center employees

If there’s one thing that PlayCall wants to accomplish…it’s to help out those Agents who feel unrecognized, unhappy and unproductive at their job. Those who are without adequate training or supportive tools. Or, it’s to help support Management overwhelmed by meeting goals, metrics or keeping up with the new hires. Whatever the reason, PlayCall wants to reach out by giving them something they deserve.

1. Recognition

Everyone has had that awkward moment when they can’t remember someones name. Well, try being a supervisor or agent and have to re-learn who’s who every month. PlayCall gives an identity to all those new faces. Profiles with pictures, nifty little about me sections, team and campaign info. No anonymity=Win.

2. So easy a Caveman can do it…

Outdated, complicated and non-functioning applications and technology are something that everyone despises using. PlayCall is inspired by technologies like Facebook…one that most are familiar with. This means this type of layout is comprised of an updated and easy to use interface. What’s more, its been designed specifically for call centers. This gives agents and supervisors something familiar and useful to dive into.

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Why Gamification is here to stay.

We all know that the popular buzzword “Gamification” isn’t a new concept.

According to the Guardian’s post: Gamification’s march to ubiquity, play is a type of addictive quality that has always been a part of our culture and life. By using this addictive quality, many companies have begun to emerge as pioneers for businesses that are trying to desperately leverage the right tools and to drive employees to be more productive.

What did Mary Poppins think of Gamification? “There’s an element of fun to every job that must be done and if you find the fun, then snap! the job’s a game.” Well, Ms’ Poppins, we all know that not every job makes it easy to find the ‘fun’, and really, that’s not the point. Gamification is something special because while it can create something monotonous or boring into a game, no one’s going to keep playing if it doesn’t keep them motivated, rewarded or engaged. It’s the underlying truth that makes the game mechanics tick.

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The Game Theory

The dream of Colombian Oscar Giraldo (28) was to play professional hockey. That’s why in 2005, when he was about to graduate with a Systems Engineering degree from his birth country, he looked for a destination where he could realize his dream. First he thought of Portugal, Spain or Italy, but this was a difficult time for a Colombian to get a visa there. Next, Argentina came to mind, but the country was going through a difficult time economically. It was from this that he ended up in Chile, initially for 3 months.

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Welcome to… Paradise or Purgatory?

Call Centers spend huge amounts of time and resources researching, hiring and training their agents, only to have them take off in a matter of months. It’s a frustrating and expensive result that ultimately impacts the companies success. But really, it’s all about where you put your attention. It seems that today, most businesses haven’t dedicated enough emphasis in meaning.

Someone who gets it.

Author and motivational speaker Chip Conley started his own hospitality company, Joie de Vivre (JDV), and, as CEO for two-dozen years, grew it into the second largest boutique hotel and California’s largest independent hotel company.

How did he do it?

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What do Call Centers really need?

According to Psychologist Maslow’s theory, we are born with a pyramid of basic needs. Without meeting these needs, we will be unable to grow and progress up the pyramid. Like life, work and its relationship with its employees has its own set of basic needs. When leadership doesn’t understand and actively apply the basic needs, employees lose motivation and eventually quit.

Even with a large focus in technology and metrics, Call Center’s have been known as a neglected, unrewarding and innovation-deprived industry. This has unfortunately resulted in high attrition rates, low motivation, and poor performance among others. Somewhere, something was lost, and needs transformation.

We’ve discovered what that was…

Find out here:

Call Center Gamification: How Great Call Centers Get Their Mojo From Maslow

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Listen up Call Centers….your Customers are calling

Call Centers have been an easy target. They’re the brunt of criticism or jokes when people describe the service from recent calls to their cable company, insurance agency or credit card center. Many times, they have a good reason to be dissatisfied. What challenges does upper Management and Agents face that have ultimately caused issues?

Management Challenges

Metrics

Developing influential and accurate metrics that hit company objectives is a difficult task. To maintain a competitive advantage, Employees must use these results to connect with and achieve their goals. A Call Center may handle and analyze thousands or hundreds of thousands of calls per day. With all the measuring, it can be easy to lose the balance of obtaining results and keeping sight of quality customer service. Continue reading →