Game-Play and Work-Performance
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Game Bundles

Game Bundles

Ensure your employees are at peak performance - before they interact with customers. PAKRA® Serious Games are online simulations of your business processes. They are a fun, proven way to teach customer-interaction skills and provide training for customer service, inside sales and tech-support. Choose a bundle of games targeted to your specific training needs.

PAKRA® Serious Games simulate your customer-facing and process-driven work environments, such as sales, order-fulfillment, help desk, technical support and customer service centers. They can simulate any type of interaction — voice, chat, web, email, face-to-face, social media — and are equally powerful for internal customers.

Employees like learning via games. Why? They are fun, they are realistic, they are informative. And they are effective: Employees are 92% more likely to apply content they learn through PAKRA® Games than through standard training modalities.

Financial Services Customer Service Bundle 1
With PAKRA® solutions, our clients have improved customer satisfaction metrics by 39 percentage points and reduced avoidable personnel turnover by 23 percentage points.

Ensure your customer service associates are providing the best service to your customers — before they ever interact with them. Test current skills, and learn how to improve them through PAKRA customer service simulation games. While they speak with customers via various modes of communication, employees are measured on demeanor, escalation and accuracy. As they repeatedly play the games, they'll sharpen skills and improve performance.

Number of Games: 5
Customers contact PAKRA National Bank, which provides traditional retail banking, loans and credit card products.

Levels: Two starter inbound calls; two moderate inbound calls; one accelerated inbound call

Scenarios: Three credit card services, two banking services

Issues called about: Late payments, credit limit, disputing charge/debit, insufficient funds, payment by phone, credit report dispute

Goals: During this game, you must try to alleviate your customer's frustrations and address their concern. PLAY QUICKLY! Your customer is busy and doesn't want to waste time. The longer you take, the less likely the customer will stay with your bank. Manage your handle time. Choose answers that let you keep control of the customer interaction. Watch the "Angry Caller Index" at the top of your screen to monitor your progress. Increasing that meter will make you lose the customer. Use your critical-thinking skills.

Skills you acquire:
  • Strong soft skills
  • Excellent product knowledge
  • Understanding the customer's needs
  • De-escalating the situation
  • Resolving customer concerns
Inside Sales Bundle 1
With PAKRA® solutions, our clients have improved qualified opportunity generation by 20 percentage points and sales pipeline metrics by 17 percentage points.

How well does your inside sales team sell your products and services through various modalities? Learn to upsell via online chat, cold call to make inside sales, and prospect by email. As they repeat the games, your employees will be able to measure how well they maintain a positive demeanor, manage time and overcome customer concerns to maximize sales.

Number of Games: 5
Customers contact two companies, iPAKRA and PAKRA Solutions, which provide software, technology and hardware services.

Levels: Two starter outbound calls; one moderate outbound call; two accelerated calls (one inbound and one outbound)

Scenarios: Four B2B sale; 1 B2C sale; 1 practice voice mail; 2 warm calls; 1 cold call; 1 inbound lead generation

Products sold: software warranties, hardware, time and attendance software, data-storage services

Goals: During this game, you must try to move the sales process forward. Actively Listen! Your prospect is busy and doesn't want to waste time. However, the longer you keep the prospect engaged, the more likely the prospect will buy. Get a firm commitment of the next appointment. Manage your talk time. Watch the "Wannabuy Meter" at the top of your screen to monitor your progress. Moving the meter toward green indicates the prospect is more likely to buy. Use your critical-thinking skills.

Skills you acquire:
  • Strong soft skills
  • Excellent product knowledge
  • Understanding the customer's needs and suggesting best solutions
  • How to overcome objections
  • Clearly state next steps
Tech-Support and
Cross-Sell Bundle 1
With PAKRA® solutions, our clients have seen an increase in first issue resolution by 14 percentage points, an increase in CSAT scores by 15 percentage points, and an increase in Cross-selling conversion increased by 17.5 percentage points.

Solve tech-support issues the very first time. Whether by telephone, chat or other mode, employees will learn to provide quality service to different customers — and even demonstrate the value of additional services for sale. With repeated play, associates will learn to maintain a positive demeanor, sharpen troubleshooting and resolution skills, measure process compliance and, most importantly, solve customers' issues.

Number of Games: 5
Customers contact two companies, iPAKRA and PAKRA Telecom. iPAKRA provides support and services for printers, network connectivity and personal computer products. PAKRA Telecom provides cable and broadband support.

Levels: Two starter inbound contacts (one chat and one call); one moderate inbound call; two accelerated inbound contacts (one chat and one call)

Scenarios: Printer support; virus issues; remote-access fixing; setup of software; wireless connectivity; TV not working with remote

Products sold and supported: Software warranties, Software, Printers, PC, Broadband and Cable

Goals: During this game, you must try to resolve customer's problem and alleviate their frustration. Actively Listen! Provide the customer with the correct product solution to the specific issue they raised. Manage your talk/chat time. Watch the "First Issue Resolution Metric" at the top of your screen to monitor your progress. Moving the meter toward green indicates the prospect is more likely to be satisfied and buy more. Use your critical-thinking skills.

Skills you acquire:
  • Strong soft skills
  • Procedural adherence
  • Solutioning
  • Demonstrating product knowledge
  • Technical support, cross-selling and upselling
 
 
 
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