Customer service or customer support is a word that is quintessential to the existence of most companies but yet it’s not allocated with as much as importance as needed. So what exactly comprises of fantastic customer service, that not only gets the job done in terms of customer satisfaction but also has great response time and also understands and resolves the query as soon as possible. Research by the Pew Research Center shows that out of over 1,000 technology stakeholders, 53% predict that by the year 2020, game-based elearning and gamification will be much more widespread among businesses.
Tending to about 30-40 customers every day and resolving queries is no joke, to say the least. So, how can you make this entire session more productive without allocating too much time on training or having an excessive budget just to fulfill basic training needs?
Kahn’s Theory of Learner Engagement and retention
Game-based elearning is the use of game-based training components in a non-game context to drive engagement and motivation. Modern learner behavior is influenced by interactive training games experience. Organizational goals can be achieved through intrinsic or extrinsic motivation. This is where the significance of game-based elearning comes into existence by giving points comprised of intrinsic and extrinsic components. Learner engagement is the expression of the ‘preferred self’ in tasks that support optimal work performances.
Kahn’s concept of engagement is related to motivation as it involves bringing personal resources to improve performance in the workplace. As a whole, learner engagement includes effort, flow, and participation, so engagement during gamified e-learning is identical to autonomous motivation attained through utmost dedication and absorption.
Enhancing basic soft skills one at a time of the customer service agent is the most optimal way of enhancing the overall customer experience. But wait, there’s more. You don’t have to restrict using the game-based elearning programs as just a training module/course for customer excellence, you can also use the same given module for a variety of different departments to solve their engagement needs (client communication needs).
- Customer Service Departments.
- Pre-sales, Sales and After-sales Departments.
- Marketing and Communication Departments.
- Customer Service personnel in offices, establishments or points of sale.
- Telesales operators.
- Heads of Customer Experience or Customer Success Departments.
- Reception staff at Hotels and Events.
- All professionals in direct contact with the customer in any stage of the process: from pre-sale to after-sale, either face to face, by telephone or via email.
Fixing performance failure with traditional training
Customer service employees may exhibit performance failure. Game-based elearning can help refresh their training. They can play a game again and re-earn points, which motivates them to perform better while seeking improvement.
E-learning and game-based training for the enterprise has a vast scope in the domain of customer service. Game mechanics can track individual performance and feedback to boost both corporate results and workforce efficiency. Interactive training games motivates users to actively participate and solve critical problems. Sales programs, onboarding, and internal training sessions require a great deal of collaboration, so adding game-based training elements makes them challenging and rewarding for the new-age workforce.
Accelerated feedback cycles.
Games work because you know exactly where you stand. Why shouldn’t the same principle apply in customer service? Giving employees regular and consistent feedback on their performance will help them continuously improve.
Set clear goals while implementing game-based elearning – What do you want to achieve by implementing a game? Do you want your agents to solve more tickets, or do you want to focus on customer happiness? Keep these questions in mind while you’re considering game-based training.
While drafting your plans, keep the essence of customer service in mind. Focus on the factors that are beneficial to your contact center. For example, paying attention to the quality of your customer interactions instead of just the number of tickets can ensure that your agents resolve tickets properly instead of merely closing them. If you want agents to get to the hang of solving tickets quickly, then introducing gamification in the training stages can be very beneficial to help them acclimatize to the contact center environment.
At Indusgeeks, we create high fidelity learning/training simulations specific to your needs and work with you to ensure that the outcome of your program is higher. Our solutions are available on desktop, mobile, tablet and browser-based, making it accessible anywhere and everywhere. #MakeanImpact