This document discusses how playing serious games can help accelerate learning and improve outcomes for redesigning a large call center. It describes how a simulation game was used to test different designs for managing agents and routing calls before launching major changes. Multiple people played the game, competing to minimize abandoned calls under constraints. Their strategies were scored and the winning design aligned with the real-world system that was eventually launched successfully. The game provided effective communication around the redesign program and helped validate the new system design before implementation.