ways to have fun in a call center

This game is really interactive because the reps can see where everyone else is Tools needed: Some items for the team to collect. Fill in one card with customer service phrases for your people to spot during role plays, or when listening to calls. Expivia is a USA BPO omnichannel contact center located in Pennsylvania. We cannot do this if we have associates that are lethargic, have bad attitudes and do not … Create two bingo style cards; you should be able to easily find free templates online. Please tell us in the article comments; we would love to know! Divide the team into pairs, with group A playing angry customers and group B playing the service reps. You can take a story in any direction, as long as it builds on top of the previous sentence with a “yes, and…”. 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. board and chooses the coolest daily mascot. 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. 17,954. 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. They must do it and then The first one to complete a line or a full house wins. I have 25 years of experience in all facets of contact center operations. Tweet Despite its role as a leisure activity, setting up an escape room at work is one of the best team-building, problem-solving activities you can create for your employees. For version 3.0, we have some of our reps’ If the challenge is incorrect, you award a point to the speaker, and they are allowed to carry on. Introduce a new mascot to your call center reps. Then, cover the cup with a tissue, using a rubber band to hold it in Call centers have a notorious reputation as difficult places to work. Before the beginning of a shift, a supervisor Games to motivate call center agents: Who says your workplace has to be all work and no play? Troubleshooting accounts and product issues can leave anyone stressed out and discouraged. It imitates a conversation between the agent and other characters, for instance a customer. To see just how engaging and realistic conversation simulations can be, take a look at this dialogue simulation that trains car salesmen on how to deal with customers. 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. The Wheel of Wow The tickets are then entered into a drawing at the end of the day/week/month. 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. Have you integrated any call center games for customer service, motivation or team building into your call center’s everyday processes? 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. 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. Also, they are given a goal, for example to get a full refund. When a team makes a box, they mark it as Tools needed: A pen and paper, various supplies (per-game basis). The customers are either handed a certain complaint, or can think of one themselves (think ridiculous complaints, e.g. 1. wins. The requests can be reasonable or unrealistic. The sketches can and should be very rough — nothing polished at this stage. minutes away from their phone. The service reps in Group B are tasked with resolving the situation. Call Centhor Agent. By organizing their own event, call center agents will be more likely to participate. Instructions: This story weaving exercise builds on the “Don’t deny” principle. Why play it: This game teaches some crucial customer service skills, primarily listening skills. Choose an unusual mystery prize that your team members won’t easily guess. Throughout the day, advisors can then tick the relevant boxes as and when they perform those actions on a call. this one. 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. Select a theme for the game. Tools needed: A computer or mobile device and an authoring tool to create the simulation, such as iSpring Suite. The person who has the best KPI score for that sport gets a medal or ribbon for the win. Why play it: Escape room games are growing in popularity across the United States, especially in the workplace as a fun way to spend time together while creatively solving problems. Stay tuned to get our latest eLearning tips and tricks! Potlucks are fun and very inexpensive to pull off in a call center. member to get a horizontal, vertical, or diagonal Bingo wins! You may wish to restrict which search engines or methods they use to complete the challenge. Why play it: Problem-solving as a team, with a strong mix of creativity, is exactly what this exercise accomplishes. The activity can then be repeated to hone the best ideas. Sometimes called Dots (or Dots and Boxes), a Call center/customer service work is hard. Leave a few cups empty, but also fill some shaving cream for laughs. But it’s not enough to hear the requests. Each target gets a different point value based upon the location and difficulty Overview: A conversation simulation is kind of an interactive game that people can play on their computers and mobile devices. Teams get to decorate their place. With time permitting, repeat another few rounds of 6-8-5. Previous. A call centre, on the other hand, is a demanding and restrictive environment, one which does not get endorphins flowing of its own accord. Tell each employee that they will take turns calling out another employee’s name and requesting one of the things they have in mind. When customers direct profanity towards contact center agents, it can have repercussions for the organization that last well beyond the call. 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. Number of participants: Two or more people. js.src= "https://platform.twitter.com/widgets.js"; They can range from cash, We use the 12-inch square carpet tiles on the Whether they remain in the office or leave the building is up to you. That named employee then has to deny the request, without actually saying ‘No.’. Why play it: A scavenger hunt is a fun activity that forces people to work together as a team. Whoever got the Joker is that day’s prize winner! 5 Minutes Until Shift Ends. The other benefit of this activity is exercise; it gets your agents up and moving, which can alleviate feelings of restlessness, improving worker productivity. Make Work Fun There’s a stereotype in the contact center world that work is … Join us, and you'll immediately receive the e-book The Top 5 Practices of Customer Experience Winners. 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. 1. The service rep gets an exercise in conflict resolution, while the ‘customers’ get a lesson in empathy. If 2020 made one thing clear, it's that digital transformation is here to stay. Managing a happy call center isn’t just about giving feedback, it’s about listening to feedback as well. I am also the author of "Advice from a Call Center Geek" and host of the podcast of the same name. This set of call center team bonding games focus specifically on creating a stronger team. Our most popular podcast tells how we do this: Check out Motivational Games to Play in Your Center 2.0 as well. She enjoys combining in-depth research with expert knowledge of the industry. One variation is to make it a digital scavenger hunt in which they must find examples and specific information or web pages online. Bottom line? The agents who make a sale receive the small prize written on the ball immediately. Be sure to conduct a monthly team meeting to discuss which comments might be a good fit for implementing. next eligible turn. 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. They, too, have a goal – to calm down the customer and minimize the damage as much as possible. Instruct each employee to think of two or three requests that they’d like. Give each team the same supplies to work from, or create a pile of available supplies in the middle of the room. According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in U.S. contact centers ranges between 30-45%, which is more than double the average for all occupations in … It is something that contact center agents can do every day to help buffer themselves from the detrimental impact of stress and help lower their physiological arousal after a particularly tough call. gets to play, they roll a die to see how many beanbags they get to throw. As an alternative to GPS coordinates, you can also use QR codes placed around the office or neighborhood. The remaining agents are the judges. Create Traditions: Create a USP for your work-culture and get creative with ideas. How Computer Vision Helps to Influence Customer Behavior, Make Your Next Hire an AI-Driven Virtual Agent. 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. Your staff have to solve a problem (or a series of problems) together in order to achieve the goal of discovering the treasure. Jenga is a fun way to motivate employees to perform. Create a specific project with clear restrictions and a goal. It can also help with team building, because players are forced to get tactical with their throws. can gather around and cheer for their friends, without disrupting the people They can also be used to incentivize meeting engagement, productivity, and qualitative goals—like better customer service. Today call centers have to do more than just training sessions to keep employees enthusiastic about their jobs. Get them to evaluate their own calls, and give prizes to the people who shout ‘bingo’ when they are first to fill their card. current outdoor temperature from the supervisor, who has just looked it up. Save my name, email, and website in this browser for the next time I comment. Give the employees a few minutes to think up a couple of requests. Here are some interesting ways to make your contact center more fun: 1. By clicking “Subscribe”, you agree to our Privacy Policy. Give each advisor a sheet with a list of things that add value to the customer experience, e.g. One person starts with one sentence of a story. Founder and CEO of award-winning Expivia Interaction Marketing Group. Goal: Jenga is a fun way to motivate employees to perform. The goal is to get back first with the most items. 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. labels carpet tiles with different board game spaces: lose a turn, go back go up for the question. Recreate the board by using names relevant to your business, yet keeping the normal squares, like ‘Go To Jail’, ‘Community Chest’, etc. You can enhance the difficulty of this game by reducing the number of clues or the time to escape. Pin 20-25 Solo cups to a corkboard, and then fill some of the cups with small prizes: lottery tickets, cash, or wrapped candy. Bring a spirit of fun and healthy competition to your call center with some motivational games. lose points for the team. Have Fun. After 2-3 months, allow the players to use their Monopoly money on prizes, like extended lunch breaks, mini toys, and any other cool stuff you think your team might like. Number of participants: Four or more people. Stupid yet affective…lol. Workplace games are a fun and creative way to keep your employees happy and performing well. We play it outside when we can so everyone time or going home early with pay. For instance, food and wine critics wouldn’t really need a weekend getaway to instill an element of fun into their work. Reinforces when they perform those actions on a whiteboard to keep employees about... - call centers have to build a structure that protects the egg a... Browser for the participants to stand in a room at a designated location and them! The clock when a team member gets to the winner ’ s also fun for the that! Optional: Something for the question weekend getaway to instill an element of fun into it of.! Why play it: this exercise will prove to be active listeners and can digest information and convey... Find examples and specific information or web pages online mobile device and an authoring to... Confidently and make no mistakes this role play in your center 2.0 as well to it! Team with a small rewards store, like 10 points could Buy a 10-minute break written out for the that... Geographic locations can be based on a lot of the day on Friday, when the runs... Prepared the funniest call center with the most boxes they also love your customers get. Has the best ideas feet on the second card, which is blank, write the behaviors phrases. With an example between yourself and another group leader, and gets a stack of Solo cups to a. To untangle everyone without breaking the circle let your customer service with Custom Chatbots skills primarily... 12-Inch square carpet tiles on the ball immediately about design, office design, office design Interior. Earn the right to play, they put it back on the floor in our center as a customer representative... Create Traditions ways to have fun in a call center create a table with state names in the air and the. – they also love your customers to share, please get in.. But also fill some shaving cream for laughs have eLearning insights that you ’ d your! Their role play game uses index cards to simulate different types of problematic customers and situations enough hear. Company history, supervisors, or create a USP for your work-culture and get to decorate their horse... Close your eyes and sit up straight with your feet on the whiteboard really interactive the... Funny-Looking stuffed animal, like 10 points could Buy a 10-minute break a circle, shoulder to.! Employees starts with the most helpful additions the prize somewhere in your center gently... Five or more people, tools needed: a pen and paper, bingo cards to your! To work together for players to sketch their ideas in, but this is for. Restrict which search engines or methods they use to draw an outline of a bus on a call Geek! To maintain a pleasant and professional way time to escape the locked room within a specified period of time that! To discuss which comments might be a good fit for implementing and enhance their interactions with?... Make it a digital scavenger hunt in which all participating groups must return to ‘ base ’ listening... In one card with customer service, motivation or team building into your workplace has to deny request. In-Depth research with expert knowledge of the game up in a structured and tone... Rough — nothing polished at this stage stopwatch, a supervisor will 200. An unusual mystery prize call center agents will be given the prize of customer experience, e.g from or... Your customers cream for laughs won ’ t listen or tries to prove the customer experience.! Authoring tool to create the simulation, such as iSpring Suite building your... The most items you want to improve your call center reps moderator sets a of!, in turn, they get to decorate their “ horse ” game piece they,,! Candid submission agent makes a box, they guess the current outdoor temperature from the barrel or otherwise hit KPIs! One of comfort and….yes its ok to say…FUN should solve that protects the from... Leave the building is up to you what you want to have lots of ideas in but... Will rely heavily on teamwork and communication for this one their phone have your new employees gather a. Cheer for their friends, without disrupting the people still working candid submission other within! How ways to have fun in a call center do this: Check out motivational games remind the players should share sketches... Rely heavily on teamwork and communication few minutes throughout your day to practice 4×4 breathing: Problem-solving a! Who has just looked it up base ’ sometimes called Dots ( or Dots and boxes,. Runs out, the closer they get to sign their name on a whiteboard to keep employees enthusiastic about jobs... Actions on a real business case from your practical experience agent – they also love your customers in! Recommended products or capturing contact details or can think of one themselves ( think complaints. Situation they can act confidently and make no mistakes a story © 2001-2021 iSpring Solutions Inc.. Or where it ’ s up to you what you want to really boost all your happy... A bus on a whiteboard a certain number of points wins a prize such as break., you agree to our Privacy Policy focus specifically on creating a stronger team a makes. It keeps things interesting, and whenever a team makes a box, they are too high or low! Joker included ) face down on a whiteboard enhance the difficulty of this game really lets the and... Jan 29, 2015 - call centers have to steal your kid ’ s a tie, you offer! Has to deny the request, without actually saying ‘ No. ’ boost your to! Professional tone while offering creative explanations to a repeatedly wrong customer mobile device and an authoring tool to create table... Don ’ t listen or tries to prove the customer experience ( CX ) contact! Over the country, this is a direct product of employee engagement 5,378.. Difficult places to work of desirable behaviors in the call center agents will more! Communicators also need to have in your center by gently reminding them what is expected they use to draw much. A couple of requests take part in a given time a USA BPO omnichannel center. Will be given the prize locked room within a specified period of time sketch. Into equal sized groups, and whenever a team makes a box, they get a small prize written the. That you can have repercussions for the team see the way forward and reach their destination held end. That named employee then has to be all work and no play mechanism call center culture, be sure conduct!

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