De Friesland
Heroes

“Heroes created a substantial increase in knowledge on all topics integrated in the game ”

Call center agents working for De Friesland, a Dutch insurance company, participated in a Heroes themed game for five weeks. Main objectives were to familiarize agents with the upcoming health insurance policy changes for the new year (2018), increase customer retention and improve upsell possibilities (both generic supplementary insurances as well as personalized quotations).

Approximately 100 employees collected points by improving their performance on personalized KPI targets (NPS, quotations and client signals) and by playing knowledge battles and exams. Furthermore, agents received badges for their performance in relation to creating suitable offers to clients and their focus on retention.

Results after 5 weeks

  • More than 90% of all participants played on a daily basis
  • More than 70% of all participants indicated that playing De Friesland Heroes contributed to handling calls and e-mails in a more efficient manner
  • 80% of all participants indicated that playing De Friesland Heroes was an effective manner to familiarize with health insurance policy changes for the new year (2018)
  • Visible increase in knowledge on all topics integrated in the game!

Related cases

De Friesland Heroes

Serious games

Unive Champs

Serious games

PWC The Associates

Serious games