GAME: HOW TO FIGURE OUT THE BILLS

The problem:

The invoices that are consulted by the attendants in SKY's internal systems are very complex. Due to this situation, the KPI related to the number of calls that reached a satisfactory resolution of the problem for the customer was below expectations.

In the briefings and analysis of some data, I realized that a large part of the problem was related to a lack of correct interpretation of the invoice fields, which, if correctly performed, would avoid many problems.

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The solution:

All of the units use the interpretation of invoices to solve some type of problem. In the learning tracks there are several courses that deal with the correct interpretation of invoices, charges, deadlines and other related information.

As these materials already exist and go through different approaches depending on the cell and the training path, the solution found was to develop a game that could be fitted in any path where needed, at any time that the directors of the cell found necessary.

So this game investigates some invoice examples, presenting in each "phase" a common problem of the operation and guiding the resolution based on the analysis of the invoice.

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Details:

Assets:

• Storyboard for the game

• Technical simulator

• Instructor's guide

Tools:

• PowerPoint

• Adobe Captivate