As a leading business process consulting firm, Minacs were looking at a gamified solution to impart process improvement of Team Leaders for one of its telecommunications client. The objective was to teach Customer Service Agents to identify up-selling and cross selling opportunities based on inbound enquiries from customers.
Taking into consideration the KPI’s, QuizWorks designed an online initiative called as “Treasure Hunt” – where CSR agents were trained to identify selling opportunities. The Quality Assurance team would approve the calls nominated by the agents. As a result of this intervention, the approval rates of such calls saw an increase from 8% to 33%. This resulted in a revenue increase of 15%.
Skills Used: – Content Research and Development, Game Design Thinking, Hosting