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SYKES Business Process Outsourcing Glossary

Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know.


Gamification is an employee engagement strategy that uses incentive-based games and contests to boost excitement and fuel employee motivation. By fostering game-based learning through gamification, companies can modernize their training and onboarding programs, and motivate their sales and support floors with rewards for high performance.

Incorporating gamification into certain processes encourages teamwork and collaboration while also celebrating individual successes. Motivating employees and teams to work together results in faster resolutions, productive task management, and a more engaged, knowledgeable workforce. Likewise, when businesses gamify their onboarding and training strategies, they create a user experience fueled by intrinsic motivation and modern, more enjoyable learning.

Using games designed to instill knowledge and build skills that align with specific key performance indicators (KPIs) can improve agent performance to better meet those goals. Through strategic gamification, agents will eagerly participate in their own continuous training, which could be aimed at improving average handle time, accuracy and effectiveness of solutions, customer satisfaction, and many other KPIs.

At SYKES, we recognize that the rapid rate of technological growth and constant innovation in today’s world means that our workforce must always be learning to stay ahead of new customer issues. With a strong focus on encouraging engagement and enhancing the overall employee experience, our gamification solutions empower agents to take an active role in their own development. Our talent acquisition, advanced training, and ongoing education strategies are enabled by state-of-the-art technology and tailored to individual learning styles. We use simulated experiences, personalized agent micro-training, and gamification to keep our employees engaged and striving for personal success as measured by great customer experiences.