Contextualized Competition System for Call Centers
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Solution Overview
Problem
Current call center competition systems are not dynamic and fail to account for regularly updated performance metric targets, leading to unfair perceptions and lack of engagement among agents, as they often target the same skill set and do not provide real-time situational awareness for supervisors.
Innovation Solution
A system and method that includes a performance metric computation component and a visualization component to compute and display aggregated performance metrics, allowing supervisors to alter these metrics and predict their effects, thereby enabling contextualized competitions that consider individual agent motivations and overall call center goals.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If games target the same skill set and performance metrics, then the competition structure remains simple and stable, but agents outside the winning subset perceive the game as unfair and lack motivation
Solution Approach 1:
The system dynamically adjusts competition parameters including performance metrics, target values, and reward structures based on real-time agent performance data and skill assessments. This allows the competition to adapt to individual agent capabilities and changing call center conditions, ensuring fairness while maintaining engagement.
Solution Approach 2:
The system changes competition parameters such as performance metrics, target values, and weighting factors based on current call center performance data and agent skill levels. This enables the system to shift from static, one-size-fits-all competitions to dynamic, personalized competition frameworks that account for varying agent capabilities.
2Loss of information
If wall display scoreboards are used, then the system is simple and low-cost, but agents and supervisors lack dynamically updated displays for enhanced situational awareness
Solution Approach 1:
The system implements real-time feedback mechanisms where performance data is continuously collected, processed, and displayed to agents and supervisors. The dynamic scoreboards update automatically based on current performance metrics, providing continuous situational awareness and enabling timely adjustments to competition parameters.
Solution Approach 2:
The system replaces static mechanical wall displays with electronic, dynamically updated digital interfaces. These electronic displays can process and visualize real-time performance data, providing enhanced situational awareness compared to traditional static scoreboards while maintaining relative simplicity through software-based solutions.
3Adaptability or versatility
If performance metrics are not updated regularly, then the system remains stable and easy to operate, but the games do not account for changing call center performance targets and conditions
Solution Approach 1:
The system automatically updates performance metrics and competition parameters based on real-time call center data without requiring manual intervention. The system self-adjusts to changing conditions by continuously monitoring performance data and autonomously modifying competition parameters to align with current call center goals and conditions.
Solution Approach 2:
The system pre-configures multiple performance metrics and competition scenarios that can be automatically activated based on changing call center conditions. This allows the system to be prepared with various metric combinations and transition smoothly between different performance focuses without requiring manual reconfiguration.
Data Source
AI summary
A system, method, and device for forming contextualized competitions in a work environment are disclosed. The system includes a performance metric computation component which computes performance metrics, a visualization component which generates a visual interface for display to a supervisor, and a processor which implements the components. The method includes receiving information related to a set of agents operating in a work environment. A first aggregated value for a first performance metric and a second aggregated value for a second performance metric are computed. The first and second values are visualized, and a predicted effect on the second performance metric when the first performance metric is altered is visualized. The device serves as a decision-making support tool including a plurality of control mechanisms for altering at least one performance metric and displaying the predicted effect on another.