The organization
BC Services, a leading accounts receivable management (ARM) company, saw an opportunity to leverage game mechanics in its contact center to drive motivation, and thereby improve efficiency. The organization employs over 50 employees and processes thousands of calls per day for the purposes of debt collections and customer service.
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. Aspect League™ was chosen, providing team competitions, individual duels, reward systems, coaching, and many more features.
The challenge
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.
"Competition, rewards, and coaching are a powerful combination for driving motivation and increasing efficiency." - Sr. Workforce Manager, BC Services
The results
Improved Retention
Prior to implementing Aspect League™, BC Services was retaining 55% of its agents. This number grew to 88% in just four weeks following implementation, helping the company significantly improve the retention of its contact center workforce.
Greater savings
Within the first week of utilizing League, BC Services saw an efficiency savings of over $10,000. The total gain in efficiency savings increased significantly over the following weeks.
BC Services achieved its goals of motivating employees and increasing efficiency through a combination of competition, rewards, and coaching.Team competitions and individual duels fulfilled the essential employee needs of belonging and autonomy, while monetary/non-monetary rewards aligned agent values with company goals. Coaching features were utilized to increase aptitude at a targeted skillset, which led to a direct reduction in after-call work.
The lift in motivation correlated with a rise in agent retention (engaged employees are employees who are happy with their jobs). Overall experience and skill level of the company’s workforce grew, which also contributed to efficiency gains.
With more interactions being managed thanks to a more motivated, more proficient team of agents,BC Services saw a decrease in cost per call. This translated to $70,000+ efficiency savings in nine weeks — a far greater amount than the organization anticipated before implementing an employee experience product.
