Gamifying One Of The Toughest Jobs On Earth
Playcall adds gaming elements to the demanding task of working at a call center.
Chilean start-up Arcaris aims to make call centers a more enjoyable place to work. The company’s people-centric call center platform ‘Playcall’ uses game dynamics in order to encourage positive worker behavior, increasing motivation and performance.
Although Playcall incorporates some basic gamification elements – such as achievement badges, levels and leaderboards – it also attempts to build in more complex social and psychological dimensions. For example, each achievement completed by a staff member is not unlocked automatically. Instead, it is sent by a supervisor to the worker together with compliments and other personalized feedback.