The AgentPRO Gamification platform allows you to use any Key Performance Indicator that you import into the system to be converted into points. The only restriction is that the metric must be tied to a current User in AgentPRO.
The Gamification controls are where you can alter the formulas that are used to calculate these points. In doing so, you want to ensure to consider the following items:
- Weight: The relative amount of points that you award per Key Performance Indicator will control the weight of that metric compared to other metrics on the platform.
- Range: A Gamification formula that is too sharp at a certain point will do well to drive competition for your top performers, but may lead to disengagement for your middle performers.
- Diminishing Returns: Gamification will help to drive your teams to perform like you want them to. Sometimes you need to be careful to put limits on pushing the performance in one direction or another. For example, most Call Centers want to reduce their Average Handle Time. It is important that these same centers only incentivize a reduction in Average Handle Time to a certain point. If they fail to do so, the management might inadvertently drive a poor customer experience because of an extremely short phone call.
There are two types of Gamification in AgentPRO; Base and Spiff.
Base
Base Gamification is like a bonus structure. It should be used to Gamify all of your most important metrics. The formulas used in Base should not be changed very often, in order to give your teams the sense of a consistent structure for the most important types of performance.
Spiff
A Spiff is a temporary bonus like a Power Hour. Spiffs are used to put a temporary focus on one metric and can be for a limited time. Spiffs are great for trying out new incentives or helping during particularly busy or important times in your center.
Leaderboard
Gamification is run once per week. The accumulation of points will drive a weekly Leaderboard, which is often on display in your center. These points are accumulated per agent and then they are used to rank the agents on the Leaderboard.
Trophies
Trophies are an additional way to show recognition. Trophies are driven by similar formulas to those used in both Spiff and Base Gamification. You can then choose to include points with a trophy or just use it as a recognition only award.
The library of Trophy images comes from the ‘Award Types’ Entity. You can use the images that we have in our stock library, or upload your own images. When you schedule a Trophy, you select one of the records saved in the ‘Award Types’ Entity.