Improving employee engagement is by far the most commonly requested reason why organisations contact us to apply gamification. However, most of our clients had some concerns:
- They were afraid to get gamification all wrong and waste a lot of money
- They didn’t have the skill set in-house to implement gamification
- They were afraid the project may fail, because they didn’t feel 100% confident and wanted support
- They admitted their business processes were not up-to-date and this could stall development
The sad reality is that $11billion of turnover is lost or wasted due to employee disengagement. According to research organisation Gallup, in their Global Workforce Report, in 2013 only 13% of employees were fully engaged, 64% were not engaged and 23% were actively disengaged. The reasons they quoted for this were bad hiring practices, poor management practices and low engagement amongst middle and senior managers.
The same organisation also knows that companies with an engaged workforce outperform their peers by 147%.
So guess what… Our clients got this!
They understand that to remain relevant with a changing workforce, where the majority has now played games of some kind and has grown used to the instant feedback we receive on social media, that their organisation also needs to understand what gamification can do to attract, motivate and retain the current generation of workers. Statistically the largest group of gamers (53%) is aged between 18 and 49 and the 50 plusses account for 29% of active gamers. So we know that the appetite exists amongst most generation that are currently employed. If you think about it Solitaire used to ship with Microsoft Office and lots of executives have attended a game of golf or a VIP invite to soccer, rugby, tennis or other sports events at some point in their career. So games are not new to even the most serious businesses.
This is where we come in… We create tailored gamification design solutions to solve your specific business problem and because we do rigorous employee research on their behaviours, we know our solutions have a high success rate. Our bespoke service is by far our best seller. Book a strategy session through the form below and find out what is possible for your company.
The results so far…
We achieved the required business objective and often this was quantified with a 10 to 40% increase in engagement. The investment required will vary depending on the scope of the project, but let’s say we start with a 5 figure sum and the front figure can still on a rare occasion be 2 or 3 if we are looking at gamification of just one process. If the gamification design involves multiple processes, locations or the whole organisation it is very likely a six figure sum that get’s the work done. The one thing we insist on is that we agree to follow-up for the 6 to 12 month period that follows to ensure the best is made from the proposed solution.
Do you and your team want to learn how to tackle gamification for employee engagement?
Then joining our community gives you access to our courses, opportunity to ask questions and access to resources we use with our clients. We invite you to take up Citizenship of The Nation and explore a wealth of information on employee and learner engagement. Any course and resource we create, you will find there. We obviously have also gamified the experience, so you will have experience the effects in the first person. You can have access today, just click on the link.
Who is doing it…
At this stage there are fabulous examples of gamification all along the employee lifecycle from employer branding to recruitment, on-boarding, learning and development, performance management and even alumni communities. We have been actively working with our clients to put their best foot forward in employee engagement. We would love to explore how we could to the same for your teams. If you are ready to move forward scroll to the end and book a strategy session or just pick up the phone to speak to us about your project.
Solutions for HR
Human Resource professionals are often the ones tasked with executing and delivering on employee engagement, we do see it as a strategic exercise and will very likely involve quite a few other teams in the gamification design process to help you reach your objectives. Obviously each solution is tailored to your needs and we first and foremost listen to your business objectives, do our best to understand your business and culture to make sure what is designed also hits the required results.
Tell us your biggest challenge in employee engagement: BIGGEST CHALLENGE
A lot of companies are looking at gamification for employer branding and solutions exist from using social media in a creative manner all the way to developing your own game aimed for example at schools or universities. No matter what the budget is there is a way to entice your target candidates to have a further look at what you do. You could even go as far as letting them virtually road-test a potential career.
One example of a gamified recruitment process is a hack-a-ton, where you invite potential hires to complete a challenge usually within a sharp time limit and typically concerning a complex problem relating to the job, which will give you insight into the abilities of the individual. We work with organisations on how to make sure you are clear on the type of people you want to attract and how to best structure your attraction process as well as the event itself.
Our business partner Pymetrics, matches candidates and companies to roles thanks to probably the most advanced we are aware of combination of neuroscience, algorithms for cognitive and personality testing. Effectively candidates undertake 12 games, which give a clear value based profile. They add their education and work experience and that will result in role and company matching. The results they achieve are awesome! 5 to 10x reduction in the number of CVs you need to review, 200-400% better employee fit, gender and ethnic bias free algorithms.
Our business partner Games for Business worked has developed an online recruitment solution, where we replicate your office environment and set potential hires specific missions to complete. You can include a tour of the various departments and a role test drive if you would like to have candidates explore your company. The key is to keep it as close to reality as possible. Here is a brief example of what is possible:
Would like to explore gamified recruitment and enhance your employer brand? Get in touch – we would be delighted to assist you!
Another superb solution we are delighted to bring to market, in collaboration with Games for Business and SHL, is online competency testing and skills assessment. Most organisations when recruiting experienced hires and often also graduate recruits will organise an assessment centre, which allow you to test some core job skills as well as behavioural profiling and numerical, verbal and logical reasoning type tests. Typically they would take up one or more days and even involved travel expenses for candidates.
Now this is all possible online and it can be tailored to suit the roles you hire for, the video below gives you an idea of what is possible.
Creating competitive advantage from the inside out
One of our flag-ship programs is focused on creating competitive advantage from the inside out. This is a company wide engagement program that we can roll-out with buy-in and input from senior management to improve the company from the inside out. It requires senior leaders to step up and invite feedback face to face and also each team to do the same. From running this kind of change program we know that this can create engagement, innovation and improve a companies’ performance exponentially. Ask us to explain how this works and keep an eye out for An’s book on the topic, which will come out later this year. It is typically a catalyst for innovation and the start of a transparent real-time feedback system to drive performance.
Performance management Giving people feedback is key in games, for most employees this is reduced to a once or twice a year exercise which in many cases fails to hit the mark. We work with our business partners from MyObjectives to deliver up-to-date and linked to strategic objectives feedback to teams and individuals, where all parties have transparency over how they are delivering against the targets they have agreed. The platform is built on the principles of Objectives and Key Results (OKR) and Balanced Scorecard, but don’t worry if you are unsure what that entails, we will explain and guide you through it. Game periods are set to be monthly or quarterly and on a daily basis an employee can see their progress and that of the team.
Learning and development
Gamification has become a real buzzword in the world of learning and development. With 15 years of experience in the area of learning and development, business coaching and instructional design it is no surprise we found out a long time ago that retention of information and behaviour transformation happens best when the supplied training has game elements in it by design. With the majority of young hires well versed in the language of games and online interactivity through a variety of social media, it would be an oversight for any professional organisation not to implement relevant, targeted and gamified learning.
Employee well-being programs
Gamification in the area of employee well-being is one of the areas where a lot of added bonuses and spin-off side effects are created. By getting staff involved ideally in teams to become healthier, more balanced, fitter, etc. you often by default see an improvement in concentration, interaction, general happiness levels in the office and on occasion also in productivity. We love working with you in this field, so by all means get us involved.
Alumni community development
Most companies overlook this vast resource of people, who have left the company. They no longer have a vested interest to follow the office political line, and will be more frank in sharing their real views. This has helped organisations to innovate and improve. Equally a lot of people enjoyed their time with you and their colleagues and would love to stay in touch somehow, whilst social media can do something in this regard, we recommend you also have an active engagement strategy for alumni workers. You never know they could be a future re-joiner.
Call and Contact Centres
Call and contact centres already work on a high number of metrics, which makes them prime territory for gamification. The nature of the work is often repetitive and having more control over performance has shown to increase productivity and quality, depending on what is measured.
Knowledge retention for customer service
Call centre staff are often required to know a lot of data at the tip of their tongue, when a customer asks. Often they are tasked to recommend services or add ons, which requires a certain amount of understanding of the services offered and which blend with each other. To activate this knowledge what can be a very useful is game based learning consumed in short time segments. Together with our business partner Games for Business we could assist you in achieving rapid retention for your teams and help them have fun, or even challenge the best performer type of contests in 1 to 2 minute snippets. Ask us to organise a demo.
Call centre performance
Having access to performance metrics is key in driving call centre performance. Most centres know what is good and what isn’t in terms of call handling time, response rates and customer satisfaction ratings. Often this knowledge is only shown to call centre staff when they come to their performance review, which in our view is well after the facts. We would recommend transparency on individual performance and even measured against some core items you find important which can be attendance, call quality, resolutions, escalations, duration, conversions, upsetting, etc. If it can be tracked objectively, it can form part of a dashboard which is visible to employees.
Together with our business partner Spirit we can offer a ready made call centre package which includes a feedback dashboard based on metrics that you choose, possible links to learning tools, social elements, leaderboards, performance against average and employees can request reviews on their performance based on tests taken and these can then be confirmed by the manager as a level up scenario or revise again. What we have seen is that when you give an employee tools to self-evaluate most will actually do their best to achieve what is expected of them provided the measures are achievable.
Talk to us if you would like to enhance your call centre with gamification.
If the above solutions aren’t quite what you were looking for, just contact us by phone or email and we will look at the options open to you.
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