With the introduction of gamification to its workplace, Ontario, Canada call center Allied International Credit (which specializes in accounts receivable management) developed a role-play strategy that now is included in the initial training program for every new employee. Similar to a standard deck of playing cards, AIC created a deck of 52 cards with four “suits”: customers, debt, ability, and intent.
With less than two days of work AIC created more than 28,561 complex role-plays (with more than 10 elements each). The tool was created with less than 30 hours of total effort, including the involvement of executive subject matter experts. The simulations are used for new hires, experienced team members, managers, and others.
Program Details
When AIC piloted the cards to a group of 30 experienced agents, the company expected them to be hesitant when they heard the words, “role-play.” But by removing the acting portion of role-play and adding other dynamics (such as strategy and potential team play), the context of the exercise changed. The Training team asked participants to take a break after two hours of “playing” and was shocked to see the first group to take a break played for an additional 25 minutes; the team actually struggled ending the role-playing for a break!
This role-play strategy has redefined how AIC trains new employees about the daily interaction with customers who often face very difficult situations. Each hand consists of a card of each suit laid down, which then creates a scenario. For example, John Smith, a recent widower with two children owing a sizable car loan debt, must source funds for a new water heater. Players then must develop a strategy for approaching the conversation with this customer, and share them with the group. Groups then can vote on which strategy could be considered most successful, and a new hand is played.
Results
Since the initial launch, AIC has rolled out the program globally and worked with individual clients to create cards that represent their most common challenges and use variations of these cards globally. Results include increased engagement and enhanced learning. Overall role-play scores have increased from 82.5 percent to 88 percent as a result of this and other new role-play strategies.
