ICICI bank India's Largest private sector bank is training their new hires by playing online games for hours before the actual costomer interaction begins. More than 2,000 ICICI employees have been playing games, and winning prizes, as preparation for handling customers. Mr. k.Ramkumar the group head HR at ICICI Bank says " The gaming initiative reinforces our brand proposition of anytime, anywhere learning."
The games are divided in to four parts: Queue management, check clearing, check payment and saving accounts. During the training employees have scenerios in front of them. For each part of game and they have to resolve the situation in time effective manners. The games developed by Tata group of E-learning co. gives employees an opportunity to provide services for the costomer standing in front of them.
For instance, If the customer wants to cash a check, the game takes you in each and every step of cashing that check to presenting money to costomer. "The drill prepares employees to deal with customers efficiently from day one. All the efforts are about creating a good experience for customers," says Ramkumar.
Game based training is also cost effective than other training methods. It allows the company to assess their values on to their employees without them interacting with costomers. I believe game based training is much effective and opens up an employee about the bank knowledge more before they faces costomers. (via: LiveMint)