1. PAKRA Success Story
starring
Carl, the Cross-selling
Customer-Service Manager
&
Pravit, the Prolific
Product Manager
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2. We spend time developing new
product offerings.
You know -- like interest-plus
checking accounts, loan ReFis,
overdraft protection.
But Carl’s customer-service reps
don’t cross-sell them when our
customers call.
While my reps are good at
problem-solving for our
customers, I keep telling you
they aren’t comfortable selling.
It’s a different skill set – just
different.
Reps don’t understand the
process, the products or the
opportunity.
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3. It’s not surprising their cross-
selling conversion rate is only 35%.
And it’s creating animosity between
us and our departments.
X
www.pakragames.com

4. Adding insult to business injury, I
have an agent-turnover rate of 36% …
You’d think, in this economy, they’d be
glad to have a job, but during training,
some don’t even come back after
lunch.
*SIGH*
We need to find a way to hire the
right people, and give them the
training they need to succeed.
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5. The challenge
As a banker for a leading regional retail bank
with more than $60 billion in assets and 12,000
employees, Carl has a big challenge:
What’s a Customer-Service Manager to do?
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6. PAKRA® solutions
• Carl deployed highly engaging and immersive PAKRA® Games to
teach both new and experienced employees
 Process
 Systems
 Critical-thinking skills
 Customer-service skills
 Cross-selling skills
• Carl’s recruiters used PAKRA® Games during the hiring process to
assess best fit for potential candidates
• Carl and Pravit brought their teams together and, with the help
of PAKRA® Consulting, they broke down department silos and now
work together to share resources and information
• Carl and Pravit managed every step with the easy-to-use and
intuitive PAKRA® Console and PAKRA® Analytics
Sales conversions are up, and customer-service metrics are even better
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7. the results
I’m 42% more
likely to apply the By implementing custom
content I learned
through PAKRA solutions created for the
Games than
through our
bank by PAKRA:
standard training! • Customer-service reps
increased their cross-
selling conversion by 66%
PAKRA Games are • The bank reduced agent
informative!
turnover to 17% from 36%
• And the learning curve for
new reps decreased from 3
PAKRA Games are
fun!
months to 1 month
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8. Look at my Rep standing
there grinning away!
Sales are up … 
Turnover is down … 
Agents are learning … 
Bring it on, Pravit!
www.pakragames.com

9. Create your own Success Story
Contact PAKRA®
• Hire, train and retain your most important resources in
your customer service center
• Cross-Train and acquire skills of Customer Service and
Sales
We both got
promoted!
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