Teleperformance
Champs

“For Teleperformance we launched a game in three different countries simultaneously.”

Teleperformance is a worldwide leader in outsourced omnichannel customer experience management through CRM and contact centers. AtHand set up a Champs themed game for Teleperformance for their Ebay client account in three different countries; Turkey, Albania and Morocco. The objectives were nonetheless the same: an increase of 2 to 3 percent on the various KPIs such as ASAT (agent’s satisfaction) and RES (resolution), increase knowledge on Ebay processes and prepare agents for High Season (December).

Results after 6 weeks

After 6 weeks of game play with approximately 450 agents we have achieved great results. In general, groups that displayed a higher level of participation in the game performed better on client satisfaction. Furthermore there was a clear learning effect as knowledge was increasingly faster and better presented during the run of the game.