ways to have fun in a call center

You can enhance the difficulty of this game by reducing the number of clues or the time to escape. We cannot do this if we have associates that are lethargic, have bad attitudes and do not … They learn if they are too high or too low and get to guess again during their Clues can be about what the mystery prize is or where it’s located. The tournament winners get a nice prize. They also get to mark off the number written on the ball on their bingo sheet. js = d.createElement(s); js.id = id; and break the reps into three teams. Since call center jobs are very people oriented and require strong communication skills, a cover letter is a great way to make a positive first impression. You have entered an incorrect email address! While the other person is talking, many people miss out on a lot that’s been said. “horse” game piece. See more ideas about design, office design, interior. A call center, on the other hand, is one demanding profession. Facebook poll. games. They roll the die each time they hit their goal or make a sale. If they put it back on the top of the stack successfully, they get a point. The person who has the best KPI score for that sport gets a medal or ribbon for the win. var t, js, fjs = d.getElementsByTagName(s)[0]; As reps hit their goals, they get to sign Goal: Jenga is a fun way to motivate employees to perform. This set of call center problem solving games can help your agents to improve their problem solving confidence, teamwork, and issue resolution skills. Highly skilled communicators also need to be active listeners and can digest information and quickly convey a solution. Save my name, email, and website in this browser for the next time I comment. Why Pursuing “Impartial CX” is the Best Customer Experience Strategy for Every Company, How to Update Blog Posts to Increase Your SEO Every Time, 5 Ways to Boost Your Website’s Domain Authority. day, a manager, or someone outside of the call center, looks at each team’s When someone does it, they get a small prize–and a couple of The other benefit of this activity is exercise; it gets your agents up and moving, which can alleviate feelings of restlessness, improving worker productivity. fill some of the cups with small prizes: lottery tickets, cash, or wrapped Within a set period (10, 20, or 30 minutes) they should start to add different touches to the bus and explain how they can promote good teamwork. Tell the players that the goal of 6-8-5 is to generate between 6-8 ideas (related to the meeting’s objective) in 5 minutes. Don’t Let Your Customer Buy Because Of What Your Product Costs! Explain that the objective is to speak for one minute on a topic which you will give them, without deviation, hesitation or repetition of any word. When a team member Each day, the team member who performs best on the metric you specify, for example, ‘average speed of answer’ gets a clue. That day’s prize goes to the winner. Start with an example between yourself and another group leader, and then get the group started. Create Traditions: Create a USP for your work-culture and get creative with ideas. If the chain is broken, participants will have to start over. We have tried to build a culture that brings fun into the center to keep our reps happily engaged in not only their own work but with their teammates, as well. At expiviausa.com, we work hard to bring as much fun to our reps as possible, while still being productive. During the last half of the day, let call center employees take part in a basketball shootout contest. one-by-one. Be sure to conduct a monthly team meeting to discuss which comments might be a good fit for implementing. three spaces, swap places, roll again, etc. Learners are required to face a challenge in real time: correctly present a product, assign a task to a subordinate, or calm down an angry customer. When one member from each team is eligible, they all The catch is that only one tick can be added per customer, so advisors can’t fill in their whole card on the first call of the day. Jan 29, 2015 - Call centers are hubs of consumer-customer service contact. The AirCall app features every traditional call center tool without requiring a company to purchase equipment or spend a fortune in startup costs. Call center agents need to use clear language, proper etiquette and be able to convey instructions in a way that customers understand the first time around. Stupid yet affective…lol. Instruct the participants to stand in a circle, shoulder to shoulder. Pin 20-25 Solo cups to a corkboard, and then fill some of the cups with small prizes: lottery tickets, cash, or wrapped candy. Give them a specific time to complete the project, making sure to mention that they can only use what is available, though how they use it is completely up to them. Representatives on the phone can take a ton of abuse no matter when channel they are working. Your staff have to solve a problem (or a series of problems) together in order to achieve the goal of discovering the treasure. Some jobs are just inherently fun. Back in the day, I worked in a call center as a customer support representative for a major automotive manufacturer. Why play it: This brain teaser is funny and really works on teambuilding, problem solving and communication. Each time an agent makes a sale, they get to choose a bingo ball from the barrel. A moderator sets a period of time in which all participating groups must return to ‘base’. Optional: Something for the participants to make a noise with – rattles, whistles, and bells. Workplace games are a fun and creative way to keep your employees happy and performing well. Teams get a small whiteboard. All emails include an unsubscribe link, so that you can opt-out at any time. Reps are broken into teams. What does this mean for customer experience (CX) and contact center leaders? You may want to set a time limit so that all groups are back in a reasonable time, whether they find all items or not. Find a coping mechanism With time permitting, repeat another few rounds of 6-8-5. Call center employees are well trained to talk to your clients, but giving them all the information and resources you have will help you get the most out of their service. Just make sure you set the game up in a place that’s easy to clean. 17,954. Give the employees a few minutes to think up a couple of requests. advising them of other recommended products or capturing contact details. Teams get to decorate their This continues until the minute is up. When a rep earns their turn, they guess the It can also help with team building, because players are forced to get tactical with their throws. “the internet was too fast”). Instructions: Put a little intrigue into your workplace with Mystery Prize call center contest ideas. Six Amazing Employee Recognition Award Ideas. Why play it: This is one of the simplest call center games for customer service to set up, but encourages agents to hit their targets quickly. We play it outside when we can so everyone To earn the right to play each game, the reps window.twttr = (function (d, s, id) { Correct answers earn points, but wrong answers Throughout the day, advisors can then tick the relevant boxes as and when they perform those actions on a call. By clicking “Subscribe”, you agree to our Privacy Policy. This could also be set up as a fun Due to the COVID-19 crisis, the ROI issue is now front and center with CX leaders. As an alternative to GPS coordinates, you can also use QR codes placed around the office or neighborhood. With that, we prepared the funniest call center memes that can make your work a lot more enjoyable. Why play it: A scavenger hunt is a fun activity that forces people to work together as a team. included) face down on a whiteboard. After the role play, the rest of the group can give feedback, e.g., what the service rep could have done differently to minimize the damage. A lot of the call center games we’ve covered already focus more on developing individual skills and motivation. Create a table with state names in the cells. Give the team with the most helpful additions the prize. Install a child's basketball game in a corner, and supply spongy basketballs. Prepare enough paper for everyone to have about 10 boxes per round. Have Fun. still working. Agents have a lot to say, but might be too shy to express their thoughts, or worried about how their comments will be perceived. Why play it: This game teaches some crucial customer service skills, primarily listening skills. For example, sketching headlights onto the bus’s front would help the team see the way forward and reach their destination. The first team They might not be allowed to give a refund, for example, but are allowed to give away a voucher or a month of free service. CustomerThink is the world's largest online community dedicated to customer-centric business strategy. Please tell us in the article comments; we would love to know! The championship round is held The winning team is the one with the most boxes. Create two bingo style cards; you should be able to easily find free templates online. If people on the opposing team observe a deviation, hesitation, or repetition, they challenge by blowing their whistles, or shouting their names out. Calls 1000 PPL. board–increasing awareness of where all the calls come from. favorite games for you. We use the 12-inch square carpet tiles on the The iCVC is a select group of inContact customers selected to join as trusted advisors to help InContact validate ideas for new products and features and plans for future innovations. minutes away from their phone. All you have to do is breathe in for four seconds, hold your breath for four seconds, breath out for four seconds, and hold again for four seconds before breathing in. Our job is to make the customers that interact with our center have a world class experience. Bottom line? The team that gets to the finish line first This call center customer service training game is really about exposing your employees to a new way of thinking, and allowing them to get comfortable putting that thought process into action. This exercise will prove to be extremely challenging and will rely heavily on teamwork and communication. finish line first get a small prize. The remaining agents are the judges. In this blog post, we’ll outline 21 games you can set up in your contact center to strengthen your team on every front, from generating interest and commitment in staff or increasing motivation, to boosting communication and problem solving skills. As team members are Join Kate Leggett of Forrester Research and Peter Milligan of Five9 they reveal the top digital CX opportunities to kickstart 2021. }(document, "script", "twitter-wjs")); Think about how productive unhappy employees are—not very, right? Everyone can train individually whenever and wherever they want. Divide your team into equal sized groups, and send them out with a list of items to locate and bring back. A call centre, on the other hand, is a demanding and restrictive environment, one which does not get endorphins flowing of its own accord. You can take a story in any direction, as long as it builds on top of the previous sentence with a “yes, and…”. Pass the Bear. It’s up to you what you do with the points system. Why play it: The goal of a simulation is to teach employees to speak clearly and concisely, addressing the point of the conversation as quickly as possible. Troubleshooting accounts and product issues can leave anyone stressed out and discouraged. Instructions: This story weaving exercise builds on the “Don’t deny” principle. Print out a few pictures to keep the game going throughout the day. When customers direct profanity towards contact center agents, it can have repercussions for the organization that last well beyond the call. Learn the best ways to prove the business value of CX, including ROI advice in customer feedback, customer service, and CX infrastructure. Plan a breakfast party every month or try theme days, like Eat-Out-Wednesdays, where the call centre agents can take their teams out for a barbeque or brunch. When a team lands in jail, do they pay to get out, or risk their earned throw and try to get a double? level–we use a cornhole board, a Nerf basketball hoop, and a wastebasket. Set up the stack, and whenever a team member completes a successful outcome, for example, closing 10 calls, they can pull out a piece. Create an awards ceremony to honor the top three winners. next eligible turn. neighboring dot, with the goal being to create a box. A well-bonded team takes care of each other and is more motivated. Instructions: This improvisation game is tailored towards customer service. Tape an entire deck of cards (with the Joker This exercise helps team members to visualize team performance without putting people directly against each other. Call center/customer service work is hard. is more talent-based than luck-based. The Top 5 Practices of Customer Experience Winners. It also teaches flexibility. One variation is to make it a digital scavenger hunt in which they must find examples and specific information or web pages online. Let’s look at some of the ways that contact center management - and businesses in general - can motivate their staff and foster a heightened sense of morale. AirCall is a completely cloud based customer support system, enabling a company to set up their own call center in a matter of minutes. Learn more at How to Create Conversation Simulations with iSpring →. podcast.callcentergeek.com. labels carpet tiles with different board game spaces: lose a turn, go back A Recipe for CX Success: It’s About Authenticity, Not Perfection, Conversational AI in 2021: 3 top trends to look out for, 21 Tips for 2021 Customer Experience Excellence, Customer service trends in 2021: the post-COVID contact centre, 9 Habits To Make Your Sales Team More Customer Centric in 2021, Reflections on the Causes of Lousy Customer Experiences, 7+ Strategic Solutions To Keep Your Business Floating During Covid-19 Crisis. Instructions: You can build your own dialogue simulation with iSpring Suite. current outdoor temperature from the supervisor, who has just looked it up. Whether that label is true or not, it can make attracting good employees and minimizing turnover an overwhelming job. Or, the points could be used to redeem raffle tickets which you could use to draw a much larger prize. You may wish to restrict which search engines or methods they use to complete the challenge. and gets a stack of Solo cups to create a pyramid. The end goal is for your team to escape the locked room within a specified period of time. You must stop the clock when a challenge takes place. Have you integrated any call center games for customer service, motivation or team building into your call center’s everyday processes? The more clues they get, the closer they get to finding the prize. Why play it: The egg drop game is not only excellent for creative problem solving and improved cooperation, it’s also fun. people shine and brings about some interesting creations. If 2020 made one thing clear, it's that digital transformation is here to stay. I am sure many of you reading this know how excited call center representatives get when they want to bring in and show off their best dish. Plus, you can easily and objectively assess all your employees’ results. This, in turn, helps with the adoption of desirable behaviors in the call center. The goal for each group is to build a structure that protects the egg from a drop of some designated height. The service reps in Group B are tasked with resolving the situation. Divide the team into pairs, with group A playing angry customers and group B playing the service reps. place. are running, company-related issues, company history, supervisors, or other Number of participants: Six or more people. Why play it: This is a useful exercise for both groups. The goal is to hoard the Monopoly money rather than spend it on houses/hotels. Before the meeting, prepare several sheets of paper with a 2×2 or 2×3 grid. Make sure every player presents their sketches. Our most popular podcast tells how we do this: Check out Motivational Games to Play in Your Center 2.0 as well. CustomerThink’s research finds just 19% of CX initiatives can show tangible benefits. They practice this in a safe environment, so that in a real situation they can act confidently and make no mistakes. we play Water Pong instead. You have to build upon what was said last. I am also the author of "Advice from a Call Center Geek" and host of the podcast of the same name. Instead of going against what’s been said, your aim is to build on top of it. Someone needs to check that everyone is holding the hands of two different people and that no one is holding the hand of someone who’s standing directly next to them. This game is really interactive because the reps can see where everyone else is Put an End to Call Volumes as a Measurement of Success. The next person on their team starts from where they ended. Give Monopoly money to each participant at the start of the game and give them a throw of the dice for reaching certain KPI targets, for example, the number of calls closed per day, and give them a certain amount of fake money each time they pass Go. Tweet 27. Founder and CEO of award-winning Expivia Interaction Marketing Group. members are eligible, they go to the board and add one feature to the mascot: You can even make them anonymous to encourage a candid submission. Distribute sheets of paper to each player, or instruct the group on how to make their own 2×2 grid by drawing lines in their notebook. One way to ensure employees are engaged is to encourage them to organize their own work events. They can range from cash, Call centers have a notorious reputation as difficult places to work. Get them to evaluate their own calls, and give prizes to the people who shout ‘bingo’ when they are first to fill their card. Each rep then creates their They score each other on how well they resolve the customer’s problem, how well they maintain control of the conversation, and their success in saving the customer’s experience. When eligible, a rep comes to the table Goal: If your team is lagging and you want to really boost all your metrics, try Call Center Olympics. Select a theme for the game. When a rep earns the right to participate, they blow a bubble and The couples then perform their role play in front of the group. Having an easy way for call center agents to voice their concerns is easily achieved through a suggestion box. 14. How can you Scale your Customer Service with Custom Chatbots? It works better to build on what’s been said. the head, an eye, a hat, etc. Tell the players to sit silently and sketch out as many ideas as they can until the timer ends, with the goal of reaching 6-8 ideas. The contact center can be a place where you can do things that you cannot do … They, too, have a goal – to calm down the customer and minimize the damage as much as possible. Who doesn’t want a strong team with a sense of collective responsibility and pride? The requests can be reasonable or unrealistic. What Are the Top Ways to Use Speech Analytics? A tournament goes on all week. When a rep hits their goal, they come up to the table and pick a Games to motivate call center agents: Who says your workplace has to be all work and no play? played within teams (not against other teams). 6-8-5 is designed to combat this pattern by forcing us to generate lots of ideas in a short period of time. Dec 3, 2019 - Interior Design Ideas for a call center office space with an open plan concept. The activity can then be repeated to hone the best ideas. That named employee will then name another employee, ask for a request that must be denied, and so on. their name on a card. Number of participants: Five or more people, Tools needed: A pen and paper, bingo cards. This is kind of like those minute-to-win-it Ways to have fun inside the office as a call center agent 31west May 8, 2020 Heath Wallace Music entertainment , fun , music , work Call centre work is hard work. When a team makes a box, they mark it as They can also be used to incentivize meeting engagement, productivity, and qualitative goals—like better customer service. The challenge is completely up to you. they have to see where the caller is from and mark it on their As you’re building your call center culture, be sure to incorporate fun into it. The Wheel of Wow This set of call center team bonding games focus specifically on creating a stronger team. You may have to steal your kid’s bubble mix for have in your center by gently reminding them what is expected. Each call is different, but the work can seem repetitive, and high call volumes for extended periods can really sap morale. Take a few minutes throughout your day to practice 4×4 breathing. Choose a funny-looking stuffed animal, like a teddy bear, to be the mascot. Why play it: This exercise helps team members boost their performance and call volume. Since call centers may not require you to have experience specifically in a call center, it is good to highlight the skills and experiences you do have that make you a good fit. Divide your team into equal groups. Then, cover the cup with a tissue, using a rubber band to hold it in place. If you get calls from all over the country, this We set up a dry erase board as a Jeopardy board A scavenger hunt can be themed, and might involve a variety of clues or other twists that force a team to get creative and work together. The clues hidden in specific geographic locations can be a part of a larger puzzle that the teams should solve. Some other benefits of a dialogue simulation are that agents can complete them in their own time, so there’s no need to gather all the employees together for formal training. must help it float down the carpet “track” as far as the can by blowing on Pin 20-25 Solo cups to a corkboard, and then The next person builds on that, either bouncing back and forth between two people or circling around a larger group. Write CSS OR LESS and hit save. The dangerous animals of product management (and how to tame them), Salesforce, Slack, Facebook, Kustomer – the big epiphany, Beyond Surveys: Finding the Right Balance Among Your Customer Feedback Sources. gets to play, they roll a die to see how many beanbags they get to throw. floor in our center as “spaces” for several games. Potlucks are fun and very inexpensive to pull off in a call center. Also, they are given a goal, for example to get a full refund. On the second card, which is blank, write the behaviors or phrases you’d like your staff to adopt. Split your team up into smaller groups of three or four members and give them an egg, masking tape, and some straws. Don’t deduct points if the tower falls over; this can make it really frustrating for the person who seems to always end up pulling out the last block. The objective of the game is to untangle everyone without breaking the circle. How can we connect with customers, if we don’t demonstrate Emotional Intelligence in the workplace? Top 10 most viewed posts published in last 30 days. But communication doesn't end at speaking. I have 25 years of experience in all facets of contact center operations. For example, you might have your team create a device that involves movement without power, and moves a marble from point A to point B. Number of participants: Four or more people. is a great game. You can offer clues too, and vary celebrities by industry, age, etc. The tickets are then entered into a drawing at the end of the day/week/month. As team Why play it: This game helps to develop speech skills; it will help your agents to speak coherently on any subject and in any situation. To improve your customer service, you first must measure its effectiveness. can gather around and cheer for their friends, without disrupting the people fjs.parentNode.insertBefore(js, fjs); Keeping call center staff motivated can be tough. Encourage Call Center Agents to Organize Their Own Events: Work events can be a great way to have fun, get to know coworkers, and blow off some steam. All members of the team that crosses the Join now to get "The Top 5 Practices of Customer Experience Winners," an e-book of CustomerThink's latest research. The customers are either handed a certain complaint, or can think of one themselves (think ridiculous complaints, e.g. ... (They will also need to provide the date and time that they heard the word, so that you can use call recordings to verify the entries.) This is great for reinforcing the culture you want to This game is It’s not only knowing what to say, it’s knowing when to say it, and how to make the customer understand, and that’s what this set of games can help you with. Provide subjects related to customer service, such as the customer is always right, dealing with angry customers, when something goes wrong, the customer’s shoes, going the extra mile, good customer service, etc. It spurs creativity, particularly if clues or puzzles are involved. Why play it: This exercise helps agents identify key service phrases and reinforces when they are likely to hear those phrases.

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