BC Services, a leading accounts receivable management (ARM) company, saw an opportunity to leverage game mechanics in its call center to drive motivation, and thereby improve efficiency. The organization employs over 50 agents and processes thousands of calls per day for the purposes of debt collections and customer service. In this case study, you will see how game mechanics such as contests, rewards and coaching helped bring about positive changes in motivation, leading to better call efficiency, higher workforce retention, and, ultimately, more money saved for BC Services
Motivation for Change
BC Services wanted a partner with a proven track record in helping businesses improve efficiency and productivity, and a rich, benefit-driven feature set to gamify its contact center operations. Alvaria Motivate™ was chosen, providing team competitions, individual duels, reward systems, coaching, and many more features.
Motivating agents to move from one phone interaction to the next more efficiently was first priority for BC Services. After only one week, calls handled per agent/per hour grew by nearly 6%, with an average 3% increase since the company began using the platform.