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.

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.


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