What is your Motivation?
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Contact Centers
Mivation was built to support metrics-driven organizations like contact centers. By using an engaging platform to provide transparency into critical performance metrics, both reps and supervisors stay focused on what really matters.
You want your reps to give their all, but it’s what they want that matters. Leaderboard Legends provides multiple compelling reasons for your reps to want to succeed.
“Leaderboard Legends fundamentally changed the dynamics of the job. Reps went from grudging compliance to enthusiastic participation. It gave them a reason to care.”
Craig Rice – President, Wowza LLC
Most people want to do well at work, yet many contact centers struggle to provide the kind of performance data to their reps that enables them to evaluate their own performance. Reps can’t know whether they are doing well unless told by management. Additionally, when reps don’t have visibility to performance data, it is solely up to supervisors to “manage” results. Leaderboard Legends wraps KPI data with personal context enabling reps to “self-coach” in real-time. We make sure they know what they care about, so they want to do something about it.
Many contact centers struggle with multiple, disconnected data systems that make collecting and analyzing rep performance a manual, time-consuming, and error-prone process with multiple points of failure.
57%
Quality assurance gain at a large travel and transportation center.
Getting people to engage in a new process or behavior is difficult. You can pester them, you can bribe them, you can even threaten them, but ultimately, they won’t change their behavior until they decide they want to. Leaderboard Legends makes change management personal by highlighting multiple compelling reasons that a representative should want to do something.
Leaderboard Legends ensures that in-bound call representatives actively seek to deepen client relationships through cross-selling even in a non-sales service environment.
28.5%
Lift in cross-sell revenue at a large financial services center.
52.7%
Reduction in rep attrition in a large outbound healthcare center.
Leaderboard Legends increases representative engagement by making them feel vested in their own performance through meaningful context. Engaged reps are happy reps, and happy reps don’t quit.
Most people want to do well at work, yet many contact centers struggle to provide the kind of performance data to their reps that enables them to evaluate their own performance. Reps can’t know whether they are doing well unless told by management. Additionally, when reps don’t have visibility to performance data, it is solely up to supervisors to “manage” results. Leaderboard Legends wraps KPI data with personal context enabling reps to “self-coach” in real-time. We make sure they know what they care about, so they want to do something about it.
Different people are motivated in different ways. Leaderboard Legends frames data to hit a multitude of motivational triggers that potentially cause a person to act. When data takes on meaning, reps respond and outcomes improve.
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What Gets Measured Gets Managed
Key performance indicators should do more than provide a snapshot of the past, they should influence behavior in real-time so reps can impact results in the present. Keep your call center focused upon the metrics that matter most to your organization through configurable goals, KPIs, and competitions.
Celebrate Achievement
Recognizing significant personal achievements is one of the most effective, easiest, and least expensive ways of rewarding and reinforcing strong performance. Broadcasts, in-app reports, and daily emails highlight achievements and make it easy for supervisors to provide timely and relevant positive feedback. Leaderboard Legends ensures that achievements are identified and amplified to provide the most motivational support possible.
More Motivational Triggers = More Motivation
Leaderboard Legends maximizes motivational force by compounding the impact of intrinsic rewards (pride, competitiveness, etc) through the complementary use of extrinsic rewards (money, recognition). Through competitions, tenure-based goals, and prize wheels, reps can earn tangible rewards to make their personal achievements even more rewarding.
By providing real-time transparency to performance data, Leaderboard Legends lays the foundation for the motivational process – knowing. By ensuring that they know relevant data, whether it relates to their goals, their personal bests, or their performance versus their peers, we increase the chances that they will care and want to do something about what they know. This is the motivational pathway and as you can see from a case study of one call center with over 2,000 reps, it produces significant results.
The more often that representatives login, the higher their performance. Knowledge drives motivation. The greater the visibility of performance data, the greater the impact on motivation.