Closing call center employee knowledge gap by over 90%
For insurer American National, delivering a consistent customer experience is vital to increasing call center customer satisfaction for over five million policyholders.
Indeed, the insurance giant is already hitting the mark in the customer satisfaction stakes. After all, Forbes magazine recently recognized American National as one of America’s Best Insurance Companies for 20221.
Now the insurance giant wants to further elevate its stellar customer experience by upskilling its Service Center Operations (SCO) employees.
That’s why the organization, headquartered in Galveston, Texas, turned to game-based training.
“We are thrilled to partner with Attensi to provide game-based training that empowers – and upskills – our employees.
Our investment in this innovative training solution provides employees with greater confidence in their role to enhance the employee and client experience.
We are incredibly proud of what we have achieved together and look forward to continued success.”
Claire Mead
Vice President | Service Center Operations
How it all started
Having initially been introduced to Attensi through the Plug and Play Insurtech program, American National decided to start embedding game-based training across their Service Center, including both Property & Casualty (P&C) and Life & Annuity. The initial training covered three core areas:
- Caller verification
- Call center portal fraud
- Payment methods
How game-based simulations help keep organizations ahead of the game
Training is a waste of time, effort and money if the knowledge and behaviors aren’t retained and applied.
The key to impactful training is making it fun, immersive and active, so that people enjoy doing it and build confidence in their new capabilities. The training also needs to replicate employees’ real-world context to close the gap between theory and practice.
This is where simulated training comes in. Replicating workplace situations, the learner can practice and repeat training until they’re confident and competent in their role.
Thanks to competitive elements from the gaming industry, including point-scoring, friendly competition and personalized achievements, game-based training encourages employees to match their performance against their top scoring colleagues. It makes the experience fun, compelling – and something they want to repeat.
That repetition is what makes knowledge and skills stick and raises performance levels.
