Gamificação em call centers : uma revisão narrativa da literatura (2020 - 2024)

Abstract

his study analyzes the application of gamification in call center environments as a strategy to promote employee engagement and productivity. The general objective was to examine, through a narrative literature review, how gamified reward systems influence the performance and involvement of call center operators. This is a basic research study with a qualitative and exploratory approach, based on a bibliographic survey conducted in national and international scientific databases, considering publications from 2020 to 2024. Data were analyzed using the content analysis technique. The results indicate that gamification strategies grounded in symbolic recognition, collaborative challenges, progressive goals, and continuous feedback contribute positively to motivation, engagement, and productivity, especially in the initial stages of implementation. However, excessively competitive models focused solely on extrinsic rewards may increase psychological pressure, lead to occupational burnout, and reduce intrinsic motivation. It is concluded that the effectiveness of gamification in call centers depends on balancing intrinsic and extrinsic motivational stimuli, prioritizing practices that foster cooperation, recognition, and personal development without compromising organizational well-being. Keywords: gamification; call center; productivity; employee engagement.