For over a decade we were Call Center Operators ourselves, managing hundreds of agents across the generational spectrum and spanning several countries. We battled high agent turnover, manual contests that were impossible to scale and were unable to improve behavior beyond the time frame of a SPIFF. We also knew we were leaving a lot of top line revenue on the table.
As a result we left the Call Center industry and built FidoTrack Gamification. Our sole purpose was to help call center operators create irresistible workplaces by utilizing intelligent game mechanics that maximized agent engagement so call centers could reduce costs and increase revenue.
Today we are proudly serving call centers big and small who are no longer treating symptoms of low agent engagement, they are reducing agent attrition, increasing production and making work fun using FidoTrack software.And we are grateful to be doing it all from the Green Mountains of Vermont.
In the News
Brett Brosseau shares insight into Call Center Gamification
Gamification in customer experience has been used for several years. The concept of using game mechanics to attract and retain customers in the consumer space is commonplace and many tools have been developed.
From Stone Age to Drone Age: Debt Collection Goes High-Tech
They don’t know it, but some debtors are pawns in video games designed to motivate call-center reps. Agents earn prizes for fastest, highest recoveries.