Gamification can be used by operators to increase employee motivation and reduce customer churn

The prevalence of digital alternatives to traditional communication services, such as WhatsApp, means that customer loyalty and churn are growing issues for telecoms operators. As such, operators are increasingly using gamification (the application of game-like mechanics to non-game contexts) to better engage users and improve loyalty. Telecoms operators have applied gamification methods for some time, but they are now doing so more consciously. Gamification can be used externally (that is, with customers), but it is more often used internally (that is, with staff) to increase employee motivation and provide better training.