APPLICATION OF GAMIFICATION IN CALL CENTERS AND CUSTOMER SERVICE AREAS
Beneficiary Name: NEURON Software Information Technology Consulting and Trading Limited Liability Company
Project Title: Application of Gamification in Call Centers and Customer Service Areas
Amount of contracted support: 67,637,941 HUF
Level of support (%): 61.969246%
Support fund: European Regional Development Fund
Project Description:
The aim of the project is to create a prototype system that applies the methodology of Gamification in call centers and customer service areas. In this target market, a large number of employees work in performance-oriented roles where their work is defined by well-defined, routine processes. Performing routine processes leads to burnout in the long run because motivation easily fades in daily tasks. High turnover poses significant HR selection and training costs and can result in quality deterioration. The main areas of application of Gamification include: a brand-new communication and marketing tool, human resources, sales, education, healthcare, research and development, competitions, tenders, market research, and business development.
The novelty of the Gamification software lies in the fact that through its built-in elements, employee motivation, commitment, and workplace morale can significantly increase, directly impacting the efficiency, productivity, and turnover within the company. Furthermore, the application can be integrated into the company's management system and other internal applications that store and process relevant information. By examining the elements and roles of Gamification, we produce a novel product that fundamentally changes the relationship of employees to corporate management systems, as typical characteristics of the aforementioned industry involve repetitive, monotonous activities.
The novelty of the project lies in the application of the Gamification methodology in call centers and customer service areas, developing a solution that, connected to a company's management system in a customer service area, provides extra motivation for daily work and increases commitment.
Start of project implementation: 2016.03.01.
Deadline for physical completion of the project: 2017.12.31.
Project identifier: GINOP-2.1.7-15-2016-00448
