An online travel provider partnered with Transcom with the aim of improving agent knowledge management.
The client had issues with finding a stimulating and motivating capability building solution and being able to track learning and performance trajectory across FTEs in a systematic way.
Transcom offered a six-week gamification solution to train all 140 FTEs across the client’s regional operation.
Transcom succeeded in significantly impacting agent learning:
Across the 140 agents 15,000 games were played and 60,000 questions were answered
The correct response rate was 85%
Knowledge enhancement went up by 15%
Employee satisfaction increased as training was perceived to be more fun
Transparency across employees’ performance trajectory increased as all results were tracked, analyzed and provided to the client by Transcom