A method to engage employees using gamification in BPO industry

Abstract

Any service industry and specifically Business Process Outsourcing (BPO) industry faces multiple challenges in regards to employee motivation, talent retention and job related issues. The engagement of the employees has been identified as one of the important element to manage these challenges. Gamification is an emerging concept that helps in improving user engagement and user experience. This paper proposes a method of applying Gamification in BPO industry to increase the employee engagement and thus manage the employee related challenges encountered in BPO or any service industry. © 2012 IEEE.