Gamification for Assessment of Customer Care Employees

A.V. Murali

Abstract: Gamification is a buzzword today in most organizational settings. On the other hand, on-the-job assessments are carried out in several organizations on a regular basis. Assessments are meant to ensure that employees are up-to-date in their knowledge of the work domain. Traditionally assessments are carried out using an online platform where an employee would login to the system and answer a set of questions posed by the system. In this paper we propose alternate methods of assessment based on gamification. Ten different approaches have been suggested for gamified assessment. The ideas are particularly suited to customer care employees who are under constant pressure to meet their performance goals.

Keywords: Gamification, Assessment, Customer Care, Gamification Modes, Game Mechanics