Framework for Enhancing Customer Service Advisor Training through Gamification

• Autores: Sierra, Christian Peña, Cutipa, Enrique Agreda, Wong, Lenis
• Formato: artículo
• Fecha de Publicación: 2024
• Institución: Universidad Peruana de Ciencias Aplicadas
• Repositorio: UPC-Institucional
• Lenguaje: inglés
• OAI Identifier: oai:repositorioacademico.upc.edu.pe:10757/673714
• Enlace del recurso: https://doi.org/10.1109/Confluence60223.2024.10463275; http://hdl.handle.net/10757/673714
• Nivel de acceso: acceso embargado
• Materia: Customer Service; Framework; Gamification; Training; https://purl.org/pe-repo/ocde/ford#2.02.04

In the Peruvian financial sector, deficiencies persist in customer service training due to inadequate comprehension of work motivation and the absence of suitable incentives, reflective of concerns regarding skill shortages and operational inconsistencies among employees. This study proposes a gamification framework tailored to enhance the training of Customer Service advisors within financial entities, addressing the gap in specific training models for this crucial sector. Through analysis, design, and validation stages, the research scrutinizes existing methodologies and implements the framework within a financial Contact Center, yielding impressive results. Notably, a remarkable 85% reduction in training time (from 60 to 8.80 minutes) while maintaining consistent evaluation scores with a 1% increase, alongside a noteworthy 13% decrease in average evaluation duration, underscores the framework's efficacy. These findings emphasize its potential for continual enhancement in training practices, promoting heightened productivity, knowledge retention, and motivation among Customer Service advisors within the financial landscape.