Navika Gamification: Enhancing Performance Management Through Digital Engagement

Founded in Adana on January 30, 1948, Akbank is one of Türkiye's leading financial institutions with its headquarters based in Istanbul. The Akbank Customer Contact Center is a critical pillar of our customer engagement strategy, supported by a workforce of over 3,500 skilled professionals operating nationwide.

If you are nominating a brand-new product or service, state the date on which it was released. If you are nominating a new version of an existing product or service, state the date on which the update was released:

2025

Describe the features, functions, and benefits of the nominated product or service (up to 2,000 characters):

Navika is an integrated digital gamification platform designed to unify performance management, employee engagement, and customer experience within Akbank's Customer Contact Center. The platform centralizes all critical KPIs-sales performance, efficiency metrics, customer satisfaction indicators, and learning activities-into a single, real-time environment.

Key features include dynamic gamification mechanics such as duels, bonus missions, mini-games, quizzes, and team challenges, all directly tied to measurable performance outcomes. A robust points-based system rewards both individual and collective achievements, while live dashboards provide instant visibility into rankings, progress, and goal attainment for both employees and managers.

Navika's core functions extend beyond motivation: it enables self-managed performance improvement, fosters peer recognition, strengthens collaboration, and supports continuous learning through themed games curated by training and process teams. Managers benefit from real-time performance tracking and actionable insights that improve coaching quality and decision-making without micromanagement.

The benefits are substantial. Navika transforms routine KPIs into engaging daily missions, drives intrinsic motivation, enhances accountability, and creates a transparent, high-performance culture. By combining data-driven performance management with human-centered design, the platform strengthens employee loyalty, improves operational effectiveness, and directly elevates customer experience-positioning Akbank's Customer Contact Center as a future-ready, people-first organization.