Under gamification training, customer service representatives are split up into two teams. One team plays customer service representatives and the other team plays potential problem customers.
Jacksonville, FL (PRWEB) January 30, 2013
A new gamification training program has delivered higher levels of customer satisfaction and increased employee morale, the public records lookup site MyReportPlan.com reports.
“We are always looking for ways to improve the customer service experience,” said company spokesman Josh Fraser. “Finding new ways to train our employees is part of that process. We've learned that gamification training works better than any other training program we've experimented with.”
Under gamification training, customer service representatives are split up into two teams. One team plays customer service representatives and the other team plays potential problem customers. The customer team tries to come up with the most difficult to solve customer service problem possible. Then, the customer service team looks to find ways to solve the problem as quickly as possible.
The customer team gets points when it takes the customer service team more than a set amount of time to solve a problem. The customer service team gets points depending on how quickly they solve a problem. Whichever team wins gets a bonus or some other type of reward.
“This type of competitive training helps prepare our customer service reps for any type of situation they may find themselves dealing with,” Fraser said. “It also makes training fun, which ensures that the workers pay attention to it.”
After gamification training programs have been implemented on a given team, MyReportPlan.com then monitors their customer service interactions with real customers – and surveys the customers as to their satisfaction levels.
“On average, customer satisfaction levels rise by 58 percent once we put a team through gamification training,” Fraser said. “That's real results that represent an improved customer service experience.”
MyReportPlan.com gives Web searches a simple way to find public records and receive customer support. From arrest records to warrant searches to driving status, MyReportPlan.com is an all-inclusive website for background check satisfaction.