Company: Yapi Kredi Bankasi A.S.
Company Description: Yapi Kredi has always been in a leading position in the banking sector since the establishment in 1944 as the first retail oriented private bank in Turkey. Yap? Kredi has been strengthening its position via “Dedicated to Deliver” motto driven customer centric approach, giving priority to innovation, dedicated workforce and supporting the development of the banking sector.
Nomination Category: Solutions & Implementations Categories
Nomination Sub Category: Sales Performance Management Solution - Implementation
 Nomination Title: Pioneering Sales Growth and Sales Motivation via Gamification: Yapı Kredi BizPlay
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 14 words used.
YapiKrediGamificationBizPlay.pdf is available at the attachment.
Please see for details and application screens.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated implementation, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Describe the features, functions, and benefits of the nominated Sales Performance Management Solution (up to 350 words):
Total 337 words used.
BizPlay aims to increase motivation, participation and productivity of employees in the workplace by integrating gamification strategies, game dynamics into business processes.
We aimed to make achieving sales targets fun and easy by integrating gamification into the Customer Relations Center, where there are very challenging sales targets for each agent.
BizPlay is a platform open to all contact center employees. They can log in from both desktop and mobile. There is currently 1.400 users actively.
8 Benefits of BizPlay;
- Increase Motivation: BizPlay makes employees' daily work more fun and interesting, which increases their motivation. It increases the motivation of employees and enables them to do their jobs more willingly and enthusiastically.
- Promoting Teamwork: Team-based games improve collaboration and team spirit; create stronger bonds
- Strengthening workplace culture: Creating a fun and rewarding environment positively impacts workplace culture and makes employees feel happier and more engaged at work.
- Improving Performance and Productivity: Provides employees with a variety of goals and challenges to increase their performance and productivity.
- Making it easier to achieve goals: Gamified goals and rewards make it more attractive for employees to achieve set goals and lead to a result-oriented approach.
- Participate and Encourage: BizPlay encourages employees to be more involved in their tasks. Game elements such as reward system, points and leaderboards increase participation.
- Supporting learning and development: Makes training and development processes more stimulating.
- Better feedback and evaluation: BizPlay allows employees to track and improve their performance by providing instant feedback and evaluations.
BizPlay features and functions to improve sales performance are;
- Earn points in games with the each sales they make (data integration with sales screens and game database)
- Invite friends of their choice to the game with Duels and Challenges and earn extra points
- Test their product knowledge with Quizes
- Share their photos with the BizBize section and receive comments and likes
- Spend time in the game outside of working hours and multiply their points
- Choose the prizes they want from the prize market with the points they earn in the game.
- Outline the need or problem that was identified, why the solution was chosen, how the solution was implemented, and the results of your implementation to date (up to 350 words):
Total 272 words used.
We operate the largest inhouse call center among private banks. Almost 3 million annual total sales and 11 products sold per agent per day is the highest sales among peers which shows the high efficiency of the team.
There are 3 main reasons we use gamification in customer relations center;
- Customer Relations Center has very aggressive sales targets
- We have to provide sales motivation on a fully remote working environment
- We needed to track sales, have fun and socialize, and monitor performance results at the same application
There are more than one reason why BizPlay is special; Being fun and motivating, encouraging interaction, supporting learning and development, giving instant feedback, encouraging competition and cooperation, being measurable and analyzable makes BizPlay unique and powerful because it directly affects human psychology and motivation to achieve the desired results.
We are the first contact center in Turkey who embedded gamification into sales, training and motivation.
We care about our employees feeling valued and part of a big family, from the moment they enter the bank, throughout the entire employee life cycle, as they progress through the career ladder and take on new roles in other departments of the bank. The philosophy of BizPlay, which we implemented with the Gamification method, includes team spirit, dynamism, performance focus, development by having fun and self-realization.
With BizPlay games, we ensure communication, learning with fun, competition and improvement of sales performance.
Results so far;
- Sales Performance Increase: 15% (2023: 1.8 Million 2024: 2.1 Million)
- 100% usage penetration
- Employee Loyalty Survey Results: 15% increase: 85/100 points in 2023
- Training and Quizes: 2.175 questions in 10 different categories
- State the the date on which the nominated solution was first available:
BizPlay was first launced on Yapı Kredi Contact Center on January 2024
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