6 Ways to Gamify Call Center Conversations
- Business Tips

6 Ways to Gamify Call Center Conversations

Call center conversations can be a little dull. After all, they’re usually just you talking to a customer about their issue and trying to solve it. So how can you make them more interesting? By gamifying them!

6 Ways to Gamify Call Center Conversations

Here are some ways you can gamify your call center conversations:

Actively listen to our customers

It’s easy to get stuck in your head when talking to customers. You can easily forget that they are people too, with their own lives and problems. But if you actively listen to them, not only will you better understand their issue and how to solve it, but they’ll also feel more comfortable talking about themselves.

For example, if a customer is telling you about their day and how stressful it was, don’t just listen passively—ask them questions! For example, ask them what they did to unwind after work the night before or if they have any plans for the weekend. This will help them feel like they have someone in their corner who cares about what they have to say.

Make a game out of handling high-volume calls.

If you have a lot of high-volume calls to take, it can be easy to get frustrated when they don’t go well. But instead of letting that frustration build up, try making a game out of handling these calls. For example, if you have many returns and exchanges to process daily, set a goal for yourself that each call needs to last no longer than 10 minutes (this will help ensure your customers are satisfied with the service they receive). In addition, Gamification software, such as Plecto, makes it easy to create healthy contests and liven up day-to-day activities for employees.

If at any point during your conversation you find the call going longer than 10 minutes, try to wrap it up as quickly as possible. In this way, you can ensure your customers are happy while also making less work for yourself in the long run.

Keep track of your wins.

If you have a lot of calls each day, it can be difficult to remember which ones resulted in lost customers and which made you feel proud. To keep track of your wins and losses, make a list of all the calls you take each day and mark down whether they were successful or not. Then, at the end of each month (or even week), review this list to see where improvements can be made to increase customer satisfaction rates.

The best way to keep track of your wins and losses is by using a CRM system. This will allow you to easily keep track of all the calls you take and how they turn out. It also makes it easier for you to review these numbers at the end of each month or week to see where improvements can be made.

Track up-sells like badges

Call center conversations can be gamified by tracking upsells. For example, if you’re selling a customer an annual membership to your gym, but they only want the monthly option—don’t let them go without trying to convince them otherwise!

Instead, please give them a badge for being open-minded about your product. Then, if they purchase the monthly option, offer them an additional discount on their next year’s membership. This is also a great way to track how many customers you can upsell each month!

Work as a team for big-ticket tasks.

One of the best ways to gamify call center conversations is by working as a team. This can be done through your company’s CRM or simple Google Docs. This will help increase productivity and decrease time spent on minor issues that aren’t worth going over with the customer—your agents will be able to focus more on solving problems and making sales!

Working as a team can also help your agents learn from one another. This will help them work together more efficiently, leading to better results and happier customers.

Be there for your customers when they need you.

If you want your customers to keep returning, you need to be there when they need you. This means responding quickly, efficiently, and with a friendly smile to put them at ease. Of course, trying and get through calls as quickly as possible (especially if they’re going poorly) can be tempting, but remember: being there for your customers makes them loyal!


With the right gamification, your call center agents can have more fun while maintaining the product knowledge and customer service excellence you expect. Moreover, you’ll have happier customers because they will be more satisfied with their interactions with your company. There is no downside to gamifying your call center conversations, which is why it’s time to get started on implementing these six ways to gamify call center conversations into your business!

6 Ways to Gamify Call Center Conversations

Digital Marketing Strategies by Understanding eCommerce

Join the Club!

Every week, we'll be sending you curated materials handpicked to help you with Digital Marketing. 

Plus, you'll be the first to know about our discounts!

We don’t spam! Read our privacy policy for more info.