Building long-term relationships with customers regularly relies on brilliant training. Customers have little patience for incorrect information, long hold times, multiple transfers or other problems that still occur when agents are not sufficiently trained.
This is particularly true in the insurance industry, which offers a highly commoditized product, so customers often base their loyalty on the quality of interactions they experience with a company.
If P&C Insurance (or simply “If”), which serves 3.8 million people in Sweden, Norway, Finland, Denmark, Estonia, Latvia and Lithuania, recently set out to transform its training to sharpen the skills of its public-facing staff; this, of course, includes call center agents. So, they chose Attensi and its gamified simulation training and performance platform for this critically important job. (Attensi provides immersive 3D training, powered by insights from human psychology, learning and gaming.)
If P&C’s job is not an easy one, though. Insurance is a complex product, and If aims to make sure every customer receives the perfect package of products to suit them and their family. It’s not always easy to find the right blend of policies right away – it can take careful listening and tactful conversations to discover what best suits the caller’s unique circumstances.
Those are the kinds of personal skills are best suited to gamified training, because the learner can work though realistic scenarios over and over using avatars and realistic 3D simulations, in a safe, risk-free environment away from the stress of actual calls.
So, If and Attensi co-created 10 playable modules which accurately reflected true-to-life customer engagements. Attensi’s designers and project team worked alongside If P&C's colleagues to fully understand the range of questions and challenges customer advisors might encounter. That helped ensure that the modules capture the reality of an advisor’s day-to-day experience.
The scenarios cover an array of inquiries, where the advisor could learn how to understand the best blend of products to suit that caller. They learn the skills to find out how the caller might manage if certain events happened in their life (including illness, unemployment or major, unexpected household expenses). The games included examples of calculations explaining what the person might lose if they didn’t have appropriate cover.
Edited by
Alex Passett
