live ops case study - gamification in employee engagement - manu melwin joy
TRANSCRIPT
LIVE OPS CASE STUDYGamification in Employee Engagement
Prepared By Manu Melwin Joy
Assistant ProfessorSCMS School of Technology and Management
Kerala, India.Phone – 9744551114
Mail – [email protected]
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LIVE OPS CASE STUDY• Live Ops, a call center
outsourcing firm with more
than 20,000 independent
agents from across the
nation who work from
home.
LIVE OPS CASE STUDY• It wanted to gamify its
employees’ activities in
order to engage them in
their work and decrease
their turnover rate.
LIVE OPS CASE STUDY
• Andre Bourque of Social
Media Today describes how
the employees interact with
their new gamified system.
LIVE OPS CASE STUDY• Employees earned points
based on their speed in
completing customer
service calls, the number of
calls they take, and the level
of customer satisfaction
they receive.
LIVE OPS CASE STUDY
• The new program
experienced an 80%
adoption rate in the
first week!
LIVE OPS CASE STUDY• Adopters outperformed
non-users by 23% in their
call metrics and their
length of employment
doubled the company’s
previous average.
