Effective Contact Center Training through Games & Simulations
A New Way to Transfer Skills
Are you looking for a fun and exciting way to motivate and educate your employees? Then you have come to the right place! Regardless of the type of products and services your business offers, proper training of your employees is a very important part of making your business more successful. Your employees are essential to your business. It is vital that your employees are trained properly on the products and services you offer, but they must also receive continuous reinforcement of what they have learned. So how exactly do you do that in a way that will improve service and increase sales? The answer is providing your employees with the best possible simulation based training program tailored around your company’s best practices.
World-Class Graphics & Training Material
How it Works
This is what Quality Conversation Simulations (QCS) does. QCS offers a new and innovative way to deliver continuous training to your employees. Through short, sustained simulated gaming sessions based on The Quality Conversation and real world activities, employees are exposed to levels of fun and education not normally found in the workplaceThis process has come to be known as Simulation Based Gamification.
With Simulation Based Gamification, your employees will be known as players. Simulated Based Gamification as delivered by QSC will help your players improve their behavior patterns and thus increase performance to your company’s desired levels. QCS will provide a fun and engaging way for your players to improve their job performance.
The gaming simulation will be fun and engaging to play. It will use elements of SAPS which is a gaming acronym for gaming rewards that include status, access, power and stuff that are all virtual elements with potential real-world translation for engaging folks in a gaming environment. It will be a complete multi-media experience with animation and audio responses—engaging to the degree that it will motivate agents and other end users to play it on their own time (web-based for use on any computer).
The QCS is scalable and will be made to simulate the screens that the agent or other end-user is accustomed to working with daily. Simulated customer information as well as any promotional sales material will be presented to the agent or other end-user while engaged in the QCS.
The game will allow one to play against himself or herself as well as other players, and therefore will be social. As game play progresses, each level will bring with it a more challenging real-world, call center experience for the agent or other end-user. This can range from simulated distractions from sidebar conversations with other agents to background distractions on the customer’s side of the line, or having a supervisor take over a call to save it. Each response or lack of response to a given scenario by the agent or other end-user will result in point calculations and coaching tips.
Timing mechanisms can be put in place that can mirror your current SLA or call quality standards. For instance, end-users playing the gaming simulation can be flagged for long periods of silence, placing a customer on hold too long or allowing their AHT to exceed a certain number of seconds depending on the call type.
At any time, agents and other end-users can decide to play against one another as either customer or agent. This interactive, multi-player role-play will help them gain well-rounded experience with various call types. Agents can also have the ability to play head to head, attempting to see who can increase revenue on the same customer in the shortest among of time.
Our application will include a mechanism for tracking key metrics related to revenue growth and game usage. Our application will also include badges for user success and increasing levels of difficulty. These successes will be shared with others through a leader board. One added benefit that agent or other end-users will have using the QCS is actually seeing the customer they are dealing with. Agent or other end-users will have a chance to see beyond the voice and this could add comic relief as yet another way to make the simulation more interesting. Eye rolling, finger wagging and growling customers will now be visible to the agent or other end-user. In addition, they will also see the pleasure and joy on a customer’s face when they ”save the day.” All of this will combine to drive the end-user to play the gaming simulation on premise and/or on their own time.