game tokens for specific behaviors such as handle time, quality of calls, and conflict resolution. They were told that game tokens could be played onl...
TAKE A CHANCE ON TH£ GAME In another study, 300 call center operators were awarded electronic game tokens for specific behaviors such as handle time, quality of calls, and conflict resolution. They were told that game tokens could be played online, allowing them to win anywhere from 2 to 5,000 points. They were also told that over time, the average win would be 10 points. They were then given a choice: (A) immedi ately play their game tokens online or (B) accept a value of 10 points.
Even though both outcomes would ultimately yield a value of 10 points, 99.7% chose to play the game. Why? Because they were excited about the possibility of winning up to 5,000 points! As one workplace gamer said, "I like games because you never know what you are going to win." Beyond the studies, doesn't it just make sense that it would be more fun to spin the wheel versus simply getting a set number of points?
Games take the point reward system to another level. When you receive points you only passively accept them. But, when you receive game tokens you must become engaged because you have to play those tokens. Furthermore, games can create a sense of urgency, which often translates to excitement. For example, maybe you have to play a game by a certain date or visit a certain website to redeem your rewards. There are many possiblities available to create enagement.
