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Customer Support and Service: More accountability and productivity without micromanagement

A common issue is to find leaders complaining about the lack of discipline and accountability of their teams. In most cases, micromanagement is seen as the answer, but it can make it even worse. In this post, you'll learn how to achieve more accountability and productivity without mistakenly micromanaging your people.
Use Cases
Customer Support
Customer Success
Customer Service
Gamification
Support Gamification
Service Gamification
Eduardo Levenfeld
on
September 5, 2022
Customer Support and Service: More accountability and productivity without micromanagement

A common scenario and mistake

When customer support and service teams are held accountable for their own results, they are more likely to be disciplined and take ownership of their work. This, in turn, leads to more satisfaction and a higher level of productivity overall.

However, it's a common issue to find leaders complaining about the lack of discipline and accountability of their teams.  In most cases, micromanagement is seen as the answer to this problem, but in fact, it can make it even worse and increase the attrition of talents.

The gamification ingredient

To deal with that challenge, gamification can be a key ingredient of a successful approach.

In fact, instead of leaders saturating their teams with micromanagement, gamification allows team members to better manage themselves, which leads to increased accountability, engagement, and productivity.

In that sense, implementing a well-balanced gamification system can help support and service leaders to achieve better results without having to micromanage their teams, which is bad not only for the team but even for the leaders themselves.

Statistics about positive impacts of gamification

What is gamification and how it can help companies in general?

Gamification is the process of applying game mechanics and design principles to non-game contexts. It can be used in a variety of ways to motivate people, including support and service teams.

For example, gamification can be used to encourage attendants to meet goals or quotas. It can also be used to reward them for good performance, such as solving more tickets than their peers.

In general, gamification can help companies by motivating their employees, increasing their productivity and collaboration, and reducing talent attrition.

When it comes to support and service teams, how gamification can help?

Gamification can help support and service teams in a variety of ways, including:

  • Encouraging them to be accountable and meet goals or quotas.
  • Rewarding them for good discipline like replying to requests on time and escalating faster when it’s needed.
  • Helping them to learn new skills more quickly.
  • Increasing their productivity and collaboration.
  • Reducing talent attrition.

In order to gamify their process, leaders can use a variety of features, including leaderboards, badges, and points. It also allows leaders to periodically check results without the need to be intrusive.

Leaderboards can be used to rank attendants by performance. This can encourage them to compete in a healthy way and work harder in order to move up the rankings.

Badges can be used to reward team members for completing specific tasks or reaching milestones. For example, a badge could be awarded for being the most loved by clients within a specific month, or the one that collaborated the most on supporting colleagues.

Points can be used to track progress and give people a sense of how they are doing and achieve rewards. This can help keep them motivated and focused on meeting their goals.

The main challenges of implementing gamification in support and service

The main challenges of implementing gamification in these teams are designing a system that is well-balanced and motivating, ensuring that the game mechanics do not clash with company values, and training teams and leaders on how to use gamification to the best effect.

Another big challenge usually not so mentioned lies in the technical side. A gamification approach needs to be fluid and incorporated into the daily work, and for that integration and automation are essential.

For these, it's essential selecting a partner like Yera, for instance, which provides a solid and integrated platform and mindfully participates from the beginning and provides science-based advice.

Yera's landing page

The best reward is the one your people can select

If you want to really make your support and services teams accountable and engaged, it's essential to assume they will work best when they are allowed to select how they want to be rewarded.

People are different at the end of the day and this helps to ensure that the gamification system is motivating and relevant to them. It also allows them to feel in control of their own progress and development.

In that sense, it's important to define from the beginning with your people what motivates them or count on a partner like Yera, which already provides you a store with a curated catalog of rewards already integrated into your gamification platform.

Yera's screenshot of store, dashboard and leaderboard

Conclusion

  • Leaders usually see micromanagement (and punishment) as an answer to the lack of performance and accountability, but it only makes things worse.
  • Gamification when used properly boosts discipline, accountability, and performance. Without the need of saturating people with micromanagement.
  • Having an integrated and automated solution and a participative and science-based partner, like Yera for instance, is essential for your success.
  • People feel more engaged and become more accountable for their results when they can select how they want to be rewarded for that.

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