Gamifying eLearning to accelerate call-center onboarding
“Tell me and I forget. Teach me and I remember. Involve Me and I Learn.”
-Benjamin Franklin
The Problem
Call-center employees skimmed dry eLearning modules, needed multiple assessment attempts to pass, and therefore delayed certification.
This stretched onboarding timelines and contributed to attrition for this mostly early 20’s crowd.
Solution
ITapping into the department’s “nerd culture,” I re-imagined modules as a comic-book/gamified experience under a “Mission Control” theme.
Learners traveled to “planets” to solve scenario-based challenges tied to core competencies. These eLearning modules were supported with on-desk job aids, and pulled through into their hands-on training journeys.
Results
First-attempt quiz pass-rates climbed to ~90 %, and new-hire onboarding shrank by 1–2 weeks.
Attrition levels stabilized, and more new hires remained on to be promoted.
