Press Releases

Tech Startup Uses Video Games to Help National Banking Leader Reduce Call Center Turnover and Improve Training

PAKRA Games Brings Video Games to the Banking Industry.

Columbus, Ohio - October 1, 2009 PAKRA Games, a start-up technology company based out of Columbus Ohio, has partnered with Huntington National Bank to improve call center hiring and training practices - through the use of video games. PAKRA's web-based product uses gaming technology, typically reserved for casual gaming, to simulate the real working environment of a banking call center.

PAKRA Games is a learning company that offers software-as-a-service that simulates work processes using video games. These games teach the player, typically someone applying for a job or going through new-hire training at a call center, critical thinking skills through virtual interactions with customers. On the backend, PAKRA provides analytical reporting of the behavioral attributes displayed by the game player and helps answer the question "Will this person be successful at this job?"

Rini Das, the Chief Executive Officer at PAKRA Games, says "The flight simulators used by pilots inspired me to bring gaming technology in to call center processes. Captain Sully demonstrated the power of learning through a simulation game when he was able to land a jet on the Hudson River. I want call center agents to learn by doing and be better prepared before they take their first phone call."

How has the implementation of the PAKRA products helped their client? By implementing their products in both the hiring and training processes, the client has seen better outcomes. Call center agent turnover has decreased and productivity and first call resolution has increased. Providing a realistic job simulation allows for applicants to opt out of the hiring process if they find that call center work is not for them. Using the game in the training process allows agents to learn by doing. Capturing the decisions made during the game play allows hiring managers, trainers, and supervisors to target their efforts directly towards the skills displayed by the applicant or newly hired agent.

The call center agents have expressed how effective the Games have been in the training process. Each agent was surveyed after playing the Game. 99.9% of the agents reported that this was the best training tool and that it was truly innovative and helpful. One customer care agent who has played the PAKRA game remarked, "Very educational, and realistic to a typical call center environment. Tested quality of service, ability to multi-task, and active listening. I enjoyed playing, and learned effective phrases to use on my calls..." Another agent noted, "I thought the calls were very realistic. I think this is a great learning tool for agents."

Although PAKRA's client base is global, their company and products are locally in anchored in the midwest. The entire management team resides in Columbus, Ohio and all local talent was used in the creation of the products. All video production, audio recording, graphic arts, and voice over talent were locally sourced.

PAKRA's products enhance training and educational activities through video game and simulation technology. They provide intelligent data that links game play performance to real work performance, at an affordable cost.

About PAKRA Games:

PAKRA Games is a remarkable learning company offering proprietary software-as-a-service (SaaS) that simulates work processes using games, teaches critical thinking, and provides analytics to businesses for managing their workforce on demand and in real-time.

Media Contact:

Michelle Stewart,
Chief Production and Marketing Officer
PAKRA LLC
614-319-3765