Gamification boosts knowledge enhancement for an online travel provider

An online travel provider partnered with Transcom with the aim of improving agent knowledge management.

The challenge

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’s solution

Transcom offered a six-week gamification solution to train all 140 FTEs across the client’s regional operation.

 

The outcome

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