Customer Experience | FNB

Client need:

Our client required a fun and interactive way to deliver customer service training as part of onboarding and existing staff refreshers. The game needed to have strong relevance to the client’s industry and environment.

Game2Change designed a Customer Experience Game to enhance customer centric skills within the call centre environment.

Our solution:

Game2Change designed a full tactile game to meet the following objectives:

  • Develop a knowledge of who the customer is and how to personalize service.
  • Develop product knowledge and how services are executed.
  • Develop problem solving skills.
  • Cultivate the behavioral skills of empathy, listening, and having a positive attitude.
  • Embed team support and cohesion to manage the emotional labor of

The game used the following techniques in order to meet the objectives:

  • Openness and sharing of different perspectives.
  • Simulated scenarios and narratives based on real-life data collected form stakeholders.
  • Fun and interactive engagement which lowers defenses and enables better problem solving.
  • Team cohesion with social dynamic mechanics.
Results:

There was a 17% increase in score between the pre- and post-assessment for the test group, as well as a 5% increase between the test and control group.
The below graph shows the score frequency summary of the results:

The pre- and post-assessment each had 10 questions, answered anonymously. The assessments were both based on the client specific content areas of the game. Each assessment had variations of questions for each content area in order to have meaningful test results. By not having repeated questions participants could not memorize questions and answers.

Share:

Schedule a demo to see how we can help you

Other Client Projects

Education regulatory video creation | Instill Education
Client need: An emerging tertiary educational Institute approached G2C Learning with an urgent requestto create two videos required for regulatory purposes.The goal was to create two walkthrough videos. The first focused on a campus showcase to students, whilst the second focused on presenting the various digital learning opportunities students would have access to. However, since […]
Multimedia Awareness Campaign | Vector Logistics
Client need: Our client is a leading logistics company across South Africa. The company needed to inform their client base of a new tool that would improve client/ company communication, as well as alleviate the strain on call-centre staff. The key objective was to ensure client uptake with the tool and that client’s understood what […]
Leadership Programme | Standard Bank
Client need: A leading financial services provider approached G2C learning with a video creation need for their Leadership Program. The goal was to create a video that would create hype and excitement for the delegates attending the Leadership Program but also give an overview of the program to the delegates. In addition, the client asked […]
Ethics & Compliance | Massmart
Client need: Our client requested an update of their current CBL learning due to regulatory and compliance changes. In addition, they transitioned to a new learner management system of Moodle and needed to ensure compatibility. The CBL content needed to be developed in an HTML format (no flash) and to be SCORM compliant with Moodle […]
Change Management | Nashua
Client need: Our client was adopting a blended learning approach in their organization. We were requested to design and deliver a fun and engaging game to launch their new eLearning system as part of their training campaign. The campaign was to initiate the launch and training for their selected change champions and eLearning ambassadors. The […]
Customer Experience | Wimpy
Client need: Our client was launching their annual campaign and required an energized approach to their customer experience training program. As part of their traditional training, the Customer Experience Game was required to encourage learning of new behavioral skills, team cohesion, and high energy for both front line and support staff. The game needed to […]
crossmenu