Call Centers are Utilizing Games for Training Employees

The estimated reading time for this post is 125 seconds

Video games have become a part of everyday life. Today’s children are growing up with video games, much the same way as their parents grew up with the toys and games of yesteryear. While opinions on the pros and cons of video games differ, there is no denying that they are a very big part of our nation’s culture. Employers are becoming aware of this, and have begun to focus on the positive aspects of video games.

As the children who have grown up playing video games come of age and enter the work force, employers are forced to come up with creative to train employees. In catering to a culture of gamers, several live operator answering service offices have embraced integrating the use of video games in the workplace. The games help encourage social interaction between employees and can help management evaluate their strengths. This is a great tool in helping management match an employee’s skill set to the job at hand.

Video games have the ability to develop team building skills, which is vital in the answering and call center industry. By utilizing these formats, operators are forced to work together to get optimum results. The same team work skills are crucial to work in the fast paced answering service environment. By forcing operators to problem solve while playing a video game, they learn the value of working together. This is a skill set that is a must in any answering service. While the ability for the individual to process calls is important; the act of doing this as a working as a team member is even more so.

Video games that build progressive speed are a great way to help an employee handle the busy peak periods that answering services experience. In the call center environment, operators are forced to increase their speed and efficiencies during increased traffic situations. This skill can be recognized and strengthened through gaming. By identifying an employee’s strong suit, an employer can utilize their strengths. By identifying their weaknesses, the employer can work on building these skills through video games.

While integrating video games into the workplace is in its infancy, a growing number of answering services are adopting these methods. Where operators used to find the coffee machine and time clock, they are finding gaming systems, such a Wii, Xbox, Playstation, and Nintendo DS. The video generation is infiltrating the workplace. It is up to the employer whether to embrace them or lose them.

You might also like: