As I strive to bring gamification into online learning, I always like finding examples of the good gaming can do for a business. Usually I'm thinking, "Could making a game of this learning material increase the learner's experience, which will translate into better learning?" so with this piece published by Heong Weng Mak from gamification.co entitled "3 Positive Impacts of Gamification on Agent Retention" I was curious to see how games were helping with employee retention. I guess it makes sense, because if part of your job requires you to continually be learning and taking training, then if the training is fun employees will enjoy it more and stay at a company longer. This isn't to say gamifying learning is the only way training can be fun, but it certainly has a higher ceiling for enjoyment in my opinion.
This article defends the need for better employee retention, particularly in the call center industry, because according to Quality Assurance and Training Connection replacing a call center agent can cost as much as $12,000 so in a high turnover industry, retaining good employees is not only smart for quality assurance, but smart for the bottom line business.
By applying game mechanics like incentivizing and rewarding good call center staff (agents), attrition rates can remain low.
Gamification is a proven performance management method that can improve how an employee interacts with their work in terms of collaboration, commitment and competition. Gamification provides contact centers with multiple, continuous agent challenges. Research has shown that agents are motivated to work harder, and with an improved attitude, when they are directly rewarded and are able to gauge their own improvement.
So what are the 3 impacts of gamification as it relates to agent retention? Have a read of the full article but remember that if applied to training and assessment, competition, and collaboration strategies, it can have some positive impacts indeed. Just make sure as an Instructional Designer or aspiring one, have good evaluation techniques!