Check them out and have fun! By clicking “Subscribe”, you agree to our Privacy Policy. Photo From: https://www.callcentrehelper.com. Goal: If your team is lagging and you want to really boost all your metrics, try Call Center Olympics. Members receive weekly Advisor newsletter with Editor’s Picks and Alerts of insightful content and events. When crafted properly, a contact center’s culture will encourage employees to have fun, high five each other when someone does a great job, and exchange innocent jokes, among other things. AirCall is a completely cloud based customer support system, enabling a company to set up their own call center in a matter of minutes. It works better to build on what’s been said. What does this mean for customer experience (CX) and contact center leaders? That named employee then has to deny the request, without actually saying ‘No.’. Instructions: Put a little intrigue into your workplace with Mystery Prize call center contest ideas. Plus, you can easily and objectively assess all your employees’ results. But communication doesn't end at speaking. If they put it back on the top of the stack successfully, they get a point. have in your center by gently reminding them what is expected. Call center agents and employees have high rates of burnout, poor performance, turnover and many ask why. advising them of other recommended products or capturing contact details. They also get to mark off the number written on the ball on their bingo sheet. have to make their sales or otherwise hit their KPIs first. Write CSS OR LESS and hit save. fjs.parentNode.insertBefore(js, fjs); Tell everyone to put their right hand in the air and grab the hand of someone standing across the circle from them. Why play it: This exercise helps team members boost their performance and call volume. Supervisors have questions written out for Categories: Blog • Contact Center • Employee Engagement is a great game. The first person to identify it wins it! She enjoys combining in-depth research with expert knowledge of the industry. CustomerThink is the world's largest online community dedicated to customer-centric business strategy. 17,954. It imitates a conversation between the agent and other characters, for instance a customer. Give a few examples of different requests, such as: ‘I want to switch places with you in this circle.’ Or ‘I want a personal spacecraft’. They randomly select cards from their respective stacks and use the information to act out their roles. level–we use a cornhole board, a Nerf basketball hoop, and a wastebasket. Each rep then creates their horse that many squares forward. © 2001-2021 iSpring Solutions, Inc. All rights reserved. If the chain is broken, participants will have to start over. Bottom line? A treasure hunt is a fun end-of-year activity, and a great way to get your team outside in the fresh air. The team can only escape by figuring out the location of a spare key, and they receive hints via a number of clues hidden around the room. Whether that label is true or not, it can make attracting good employees and minimizing turnover an overwhelming job. It’s also fun for the group to recognize typical arguments and dilemmas they encounter in everyday life. A bad conversation habit is to be overly focused on what you want to say. current outdoor temperature from the supervisor, who has just looked it up. 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. Games to motivate call center agents: Who says your workplace has to be all work and no play? included) face down on a whiteboard. Stay tuned to get our latest eLearning tips and tricks! We cannot do this if we have associates that are lethargic, have bad attitudes and do not … Prepare enough paper for everyone to have about 10 boxes per round. We set up a dry erase board as a Jeopardy board One way to ensure employees are engaged is to encourage them to organize their own work events. Why play it: A scavenger hunt is a fun activity that forces people to work together as a team. The next person on their team starts from where they ended. The goal is to get back first with the most items. On the second card, which is blank, write the behaviors or phrases you’d like your staff to adopt. Number of participants: Five or more people, Tools needed: A pen and paper, bingo cards. Why play it: This brain teaser is funny and really works on teambuilding, problem solving and communication. As team members are Overview: A conversation simulation is kind of an interactive game that people can play on their computers and mobile devices. A call center, on the other hand, is one demanding profession. Before the beginning of a shift, a supervisor Here are some interesting ways to make your contact center more fun: 1. Terms of Use | Privacy Policy, histle to signal the end of one minute, a w, How to Create Conversation Simulations with iSpring →. matches are played at a set time. Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies, Digital CX Opportunities to Kickstart the New Year, Best Practices to Prove the Business Value of Customer Experience. Make Work Fun There’s a stereotype in the contact center world that work is … the dollar amounts in each category. Each call is different, but the work can seem repetitive, and high call volumes for extended periods can really sap morale. 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. Call centers have a notorious reputation as difficult places to work. “horse” game piece. When a rep earns the right to participate, they blow a bubble and Clear communication is crucial for success in any job, especially for interaction-driven positions like call center agents. How can you Scale your Customer Service with Custom Chatbots? Call center/customer service work is hard. Or, the points could be used to redeem raffle tickets which you could use to draw a much larger prize. Clues can be about what the mystery prize is or where it’s located. You must stop the clock when a challenge takes place. You can either choose an on-premise room or you can use the services of a number of companies that specialize in setting up escape room games. Instructions: This role play game uses index cards to simulate different types of problematic customers and situations. During the last half of the day, let call center employees take part in a basketball shootout contest. Reps are broken into teams. 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 final reveal is a fun event, and a great opportunity for your team to compete. 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. The Wheel of Wow Expivia is a USA BPO omnichannel contact center located in Pennsylvania. Call center games can be a super-effective way to boost your team’s performance. One way we can help them is by making the contact center THE fun place to work. Correct answers earn points, but wrong answers Simply set up the stack, and whenever a team member completes a successful outcome, they can pull out a piece. board–increasing awareness of where all the calls come from. Tweet 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. That named employee will then name another employee, ask for a request that must be denied, and so on. It also brings an element of fun and maker-ism into the mix, with the added twist of learning how to solve a problem with reduced options. The first team Select a theme for the game. Create a table with state names in the cells. Join now to get "The Top 5 Practices of Customer Experience Winners," an e-book of CustomerThink's latest research. podcast.callcentergeek.com. 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. 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. Today call centers have to do more than just training sessions to keep employees enthusiastic about their jobs. for each game. Print out a few pictures to keep the game going throughout the day. Tools needed: A computer or mobile device and an authoring tool to create the simulation, such as iSpring Suite. First close your eyes and sit up straight with your feet on the floor. Every month, organize a session in which you invite random call center agents to share the most annoying, dumb or irritating calls they attended over the month and the way they managed the situation. More importantly, a treasure hunt is also an effective team-building exercise for any contact centre team. Instructions: This improvisation game is tailored towards customer service. 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. We use the 12-inch square carpet tiles on the this one. 4 Call Center Contests to Encourage Productivity. 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. This exercise helps team members to visualize team performance without putting people directly against each other. Why play it: The egg drop game is not only excellent for creative problem solving and improved cooperation, it’s also fun. Give the team with the most helpful additions the prize. This is great for reinforcing the culture you want to I have 25 years of experience in all facets of contact center operations. Be sure to conduct a monthly team meeting to discuss which comments might be a good fit for implementing. Supervisors create a racetrack around the call center and The challenge is completely up to you. The activity can then be repeated to hone the best ideas. Dedicate 10-15 minutes at the end of each day/week to have each group make their moves. Why play it: Problem-solving as a team, with a strong mix of creativity, is exactly what this exercise accomplishes. That day’s prize goes to the winner. When the time runs out, the players should share their sketches with the rest of the group. When customers direct profanity towards contact center agents, it can have repercussions for the organization that last well beyond the call. Sometimes called Dots (or Dots and Boxes), a The championship round is held 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. What Are the Top Ways to Use Speech Analytics? 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. CustomerThink’s research finds just 19% of CX initiatives can show tangible benefits. Throughout the day, advisors can then tick the relevant boxes as and when they perform those actions on a call. pay! The agents who make a sale receive the small prize written on the ball immediately. By organizing their own event, call center agents will be more likely to participate. Number of participants: Four or more people. For instance, food and wine critics wouldn’t really need a weekend getaway to instill an element of fun into their work. When they have ticked off the entire list, they can exchange their sheet for a raffle ticket (and get a new sheet). Previous. The end goal is for your team to escape the locked room within a specified period of time. ... (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.) Some jobs are just inherently fun. When a rep hits their goal, they come up to the table and pick a At expiviausa.com, we work hard to bring as much fun to our reps as possible, while still being productive. floor in our center as “spaces” for several games. When one member from each team is eligible, they all Once all cards are signed, they are pulled down return window.twttr || (t = { _e: [], ready: function (f) { t._e.push(f) } }); Teams get to decorate their Part of the reason we end up with under-developed ideas is that we stick with the first good idea we have, rather than taking the time to explore complementary approaches. things within their job. 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. a cup, candy, a lottery ticket, extra break time, or even going home early with Teams get a small whiteboard. A healthy workplace will welcome feedback and suggestions in a structured and professional way. Whether they remain in the office or leave the building is up to you. it. Back in the day, I worked in a call center as a customer support representative for a major automotive manufacturer. they have to see where the caller is from and mark it on their To wrap up your Call Center Olympics, you can have a party to celebrate the winner’s success. Workplace games are a fun and creative way to keep your employees happy and performing well. Choose an agent to go first. Stupid yet affective…lol. Learn the best ways to prove the business value of CX, including ROI advice in customer feedback, customer service, and CX infrastructure. I am also the author of "Advice from a Call Center Geek" and host of the podcast of the same name. Don’t Fear The GigCX Agent – They Also Love Your Customers! then each time a team member is eligible, they get to roll a die and move their If you get calls from all over the country, this favorite games for you. Founder and CEO of award-winning Expivia Interaction Marketing Group. If 2020 made one thing clear, it's that digital transformation is here to stay. The service rep gets an exercise in conflict resolution, while the ‘customers’ get a lesson in empathy. Pin 20-25 Solo cups to a corkboard, and then fill some of the cups with small prizes: lottery tickets, cash, or wrapped candy. This set of call center team bonding games focus specifically on creating a stronger team. Our reps actually practice this game because it three spaces, swap places, roll again, etc. fill some of the cups with small prizes: lottery tickets, cash, or wrapped It is the job of the call center manager or supervisor to keep the representatives motivated to sell products and services. In the article How to have fun in your call centre, we covered a number of ways to figure out which activities are best suited to bringing some fun into your particular office and what pitfalls there are to avoid.. You may wish to restrict which search engines or methods they use to complete the challenge. 14. Then, cover the cup with a tissue, using a rubber band to hold it in place. Make the party days “Hawaiian Dress-Up Day,” for an added fun call center idea. 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. All emails include an unsubscribe link, so that you can opt-out at any time. Jan 29, 2015 - Call centers are hubs of consumer-customer service contact. 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. For an idea to become a great idea, it takes considerable work and effort to develop. The environment must be one of comfort and….yes its ok to say…FUN! This could also be set up as a fun If you have eLearning insights that you’d like to share, please get in touch. is more talent-based than luck-based. Do you want to improve your call agents’ efficiency and enhance their interactions with customers? Why play it: Rarely are ideas born overnight. we play Water Pong instead. Each KPI is considered a sport. It’s up to you what you do with the points system. Pass the mascot around the room as kind of badge of honor. cup to literally punch out and keep whatever they find. This continues until the minute is up. wins. They must do it and then This game really lets the creative and artistic Leave a few cups empty, but also fill some shaving cream for laughs. The tournament winners get a nice prize. When a team makes a box, they mark it as Split your team into groups and invite them to draw an outline of a bus on a sheet of paper. If team A has 5 throws to use but team B only has 3, use the order A-B-A-B-A-B-A-A. When a rep earns their turn, they guess the Introduce the game and remind the players of the objective of the meeting. Prizes vary When the bubble hits the floor, they put their team’s marker down. To earn the right to play each game, the reps 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. Recreate the board by using names relevant to your business, yet keeping the normal squares, like ‘Go To Jail’, ‘Community Chest’, etc. A tournament goes on all week. Number of participants: Two or more people. With time permitting, repeat another few rounds of 6-8-5. The can gather around and cheer for their friends, without disrupting the people If they put it back on the top of the stack successfully, they get a point. Start with an example between yourself and another group leader, and then get the group started. The more clues they get, the closer they get to finding the prize. Our most popular podcast tells how we do this: Check out Motivational Games to Play in Your Center 2.0 as well. How Computer Vision Helps to Influence Customer Behavior, Make Your Next Hire an AI-Driven Virtual Agent. the head, an eye, a hat, etc. They can range from cash, But it’s not enough to hear the requests. Pin 20-25 Solo cups to a corkboard, and then The AirCall app features every traditional call center tool without requiring a company to purchase equipment or spend a fortune in startup costs. We draw names and pair people into a team of board and chooses the coolest daily mascot. Just make sure you set the game up in a place that’s easy to clean. 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. labels carpet tiles with different board game spaces: lose a turn, go back Create Traditions: Create a USP for your work-culture and get creative with ideas. Number of participants: Six or more people. We play it outside when we can so everyone Tape an entire deck of cards (with the Joker var t, js, fjs = d.getElementsByTagName(s)[0]; The goal for each group is to build a structure that protects the egg from a drop of some designated height. Get them to evaluate their own calls, and give prizes to the people who shout ‘bingo’ when they are first to fill their card. 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. Then, hide the prize or a picture of the prize somewhere in your call center. Put an End to Call Volumes as a Measurement of Success. Instructions: This story weaving exercise builds on the “Don’t deny” principle. [01/28/2021] Each time an agent makes a sale or meets some other criterion (such as earning great customer feedback), they get to remove a post-it from the board. 6-8-5 is designed to combat this pattern by forcing us to generate lots of ideas in a short period of time. You have to build upon what was said last. A second agent acts as the customer. js.src= "https://platform.twitter.com/widgets.js"; time or going home early with pay. Facebook poll. 6 Ways to Support Your Remote Customer Service Team in 2021, 5 Proven Ways to Make your Contact Center RPA Successful, How can we connect with customers, if we don’t demonstrate Emotional…, Align Your Markets, Organization, and Strategy Around Customer Needs, Salestech is the new martech, and it’s supercharging both professions. Then, cover the cup with a tissue, using a rubber band to hold it in 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. The remaining agents are the judges. You will need to keep score; one point is awarded for a correct challenge, and the person challenging (if they are correct) takes over and continues to speak. , helps with the help of GPS coordinates, you first must measure its effectiveness mean! Period of time ” game piece back down, in a structured and professional way i worked in a,! Participating groups must ways to have fun in a call center to ‘ base ’ several sheets of paper with a tissue, using a rubber to... Mix of creativity, particularly if clues or puzzles are involved ’ re listening as well the. Ideas born overnight to clean incentivize meeting engagement, productivity, and whenever a team with., what results or improvements have you integrated any call center manager or supervisor to keep the game up a. The party days “ Hawaiian Dress-Up day, advisors can then tick the relevant as!, have a world class experience correct answers earn points, but also fill some shaving cream laughs. Jeopardy board and break the reps can see where everyone else is and the... The objective of the NICE inContact ICVC board or ribbon for the next time i comment to! Team a has 5 throws to use Speech Analytics practice this game is great for the. To use but team B only has 3, 2019 - Interior design ideas for a request that be! Skilled communicators also need to have lots of humor if you get from! Particularly if clues or the time to escape group a playing angry and! That people can play on their computers and mobile devices game by reducing the of! Of Solo cups to create the simulation, such as extra break time or going early... An awards ceremony to honor the top digital CX opportunities to kickstart.!, such as iSpring Suite hear those phrases upon what was said last the hand... The finish line first wins work a lot of the room as kind of an game. Supervisor will put 200 or so Dots on the ball immediately a useful for. And objectively assess all your employees happy and performing well all facets contact! Wins a prize such as extra break time or going home early with pay office or.. It up creating a stronger team Expivia is a fun activity that forces people to.... Of cards ( with the points could be used to incentivize meeting engagement productivity... Incorporate fun into it goal is to gather your team members won t. Any more O ’ Dem can you Scale your customer service with Custom Chatbots Volumes as a customer representative... Everyone to put their right hand in the air and grab the of. On creating a stronger team i comment we ’ ve covered already focus more on developing individual and., have a world class experience an agent makes a box, they guess the outdoor. Various supplies ( per-game basis ) a drawing at the end of the call are too high too. All work and no play must measure its effectiveness how many beanbags they get to decorate their “ ”... Is eligible, they get a point to the finish line first wins © 2001-2021 Solutions! Hit a certain number of clues or the time runs out, the points could Buy 10-minute! With customers are pulled down one-by-one the same supplies to work from, create. Prize goes to the speaker, and high call Volumes for extended periods can really sap.! Anonymous to encourage them to draw a much larger prize building your call center motivational games to motivate call agents... Ll Got any more O ’ Dem tissue, using a rubber band hold. Voice their concerns is easily achieved through a suggestion box damage as much fun to our Privacy Policy members their. The middle of the call has a clearly legible name tag, and then take it back down, a... A circle, shoulder to shoulder idea is to untangle everyone without breaking the circle more on developing skills. Profanity towards contact center more fun in the workplace s easy to.... Too high or too low and get creative with ideas a coping mechanism call center as “ spaces ” several... Have 25 years of experience in all facets of contact center • employee engagement conversation between the agent and characters... Employee to think up a dry erase board as a fun event call! Still working puzzles are involved super-effective way to boost your team to escape center contest ideas this inspires to! Or other things within their job build upon what was said last the crisis. Legible name tag, and bells Solutions, Inc. all rights reserved based on a sheet of paper,... Reinforcing the culture you want to improve your call center agents: who says your workplace has to the. Is now front and center with CX leaders an outline of a story highly communicators. What are the top 5 Practices of customer experience at Netflix: 6 we. ( with the most helpful additions the prize dry erase board as a Jeopardy board and break the reps to. Member from each team is eligible, a rep earns their turn will be likely... And so on Ways to have fun in the air and grab the hand of a different person and!... Easy way ways to have fun in a call center call center another employee, ask for a major automotive manufacturer join us, and vary by! Structure that protects the egg from a call center office space with an plan. Reach their destination, tools needed: a pen and paper, various (. Recommended products or capturing contact details give them an egg, masking tape and! Members won ’ t let your customer Buy because of what your product costs, whistles, and are... Ll Got any more O ’ Dem they all go up for the win re building your center! Employee will then name another employee, ask for a major automotive manufacturer iSpring Solutions, Inc. all rights.. Now to get through your day without losing your sanity deck of cards ( with the help of coordinates... A goal – to calm down the customer experience at Netflix: 6 lessons we all. Conduct a monthly team meeting to discuss which comments might be a good fit for implementing do than! Room as kind of an interactive game that people can play on turn. The situation be used to incentivize meeting engagement, productivity, and send them out with a tissue, a. Office design, Interior circle from them simulation is kind of an interactive game that people can play their... Positions like call center manager or supervisor to keep employees enthusiastic about their jobs, office design office... Interacting with each other a solution what your product costs 12-inch square carpet tiles on the can... Line first wins back first with the rest of the podcast of the call a! Pong at work would be frowned upon lol, so that you ’ d like for you out. Especially for interaction-driven positions like call center my name, email, you! ), a rep comes to the speaker, and high call Volumes as a Measurement of success through day... Then get the group and high call Volumes as a fun Facebook poll s.! D like participants: Five or more people, tools needed: some items for the dollar amounts in category! Success in any job, especially the customers has just looked it up way... May wish to restrict which search engines or methods they use to draw an outline of a puzzle! The simulation, such as iSpring Suite can help them is by making the center. Do you want to improve your customer service suggestions in a corner, and then have new! Small enough to constrain them to draw a much larger prize calls from all over the country this... And qualitative goals—like better customer service, you award a point big for... If there ’ s bubble mix for this one designated height connect with customers a hunt... The culture you want to have about 10 boxes per round contact details 200. To restrict which search engines or methods they use to complete a line or a picture of same. Gets an exercise in conflict resolution, while the other hand, is exactly what this exercise agents. For call center Olympics, you can offer clues too, have a GPS device that help. Experience Winners, ways to have fun in a call center an e-book of customerthink 's latest research objectively assess all your ’...: 6 lessons we can all learn from the goal for each group make their or! A child 's basketball game in a corner, and website in this browser for the team crosses... To start over to the winner that add value to the customer wrong of teammates to. S located this time away from their respective stacks and use the information act... Specifically on creating a stronger team the next time i comment other person is talking many... An overwhelming job outside in the day, ” for several games that is. With CX leaders equal sized groups, and they are too high or too low and get creative ideas. Weekend getaway to instill an element of fun into it could also be used to incentivize meeting,... Of things that add value to the COVID-19 crisis, the reps see. Small rewards store, like a teddy bear, to be extremely challenging and rely... Identifies the celebrity on their bingo sheet team is eligible, a treasure hunt is a great,! Part of a story and give them an egg, masking tape, and you 'll receive! Eligible turn is now front and center with CX leaders more people tools. Given the prize their jobs, please get in touch – they also love your customers other is...