The other team members must then ask questions about each of the three facts, and try to figure out which one is the lie. The game is played by the participants making a sales call on speaker phone while their colleagues and their manager listen-in. To mix things up a little, our staff had the option of receiving a prize if they were the first to reach certain points of the “trip”. Call Center Olympics. From original blindfold games to Chinese whispers, our experts present an array of team building ideas that are perfect for customer service training, boosting morale on the call … Suite 904, Level 9 Also consider your WH&S obligations! Where appropriate, it’s a good idea to give the winning team a prize of some sort to motivate them to try and win the game. Have a Casual Dress Day: Strict dress codes can be an annoyance for some employees, who may feel it’s yet another part of their job. Conversation Simulation. Once this next person complete a sale, they can pass the ball on again and so on, until the final person, who deposits the balls in another basket once they’ve completed an objective. Which items will they take? When the team is stumped, draw another line on your hangman. One activity we’ve used both for established teams, and as an assessment during recruitment, is survival scenarios. You’ve got to be very careful that you don’t create unhealthy competition though. Once the message comes back to the first speaker, they reveal how similar (or different!) Playing a tournament like this is a relatively easy way to keep things interesting in your contact centre and start some healthy competition. Want to pit two teams against each other? Online Office Games (Most Popular) Online Offices Games is a facilitated series of online games … But you can also use it with well-established teams – it’s always a good idea to keep things interesting. Set up a box with a number of medium-sized objects which can be used as tokens. Call Center Team Building Activities. However, it’s another fun ice-breaking exercise, with a hidden performance benefit. Some agents may resist engaging in these activities, which can harm employee morale and lower productivity. This is yet another game that incentivises individual performance. You might like to have a prize for whoever comes out on top after every 3-6 months. As we mentioned, this is a simple way to visualise team performance without pitting people directly against each other. Below are 6 tried and true call centre team-building activities we’ve used that are both fun, and effective. You can use those interlocking foam tiles for example, or just draw squares with chalk if you’ve got an outdoor area. For an added twist, allow agents to take a token from another person’s bowl rather than making them grab it from a central stash! How do you foster that team spirit? The two teams must now construct a fort using their cells to protect a yellow cell, which must be in contact with a fort cell (either red/green). Reward and recognition activities can be great not just for rewarding and recognising achievements, but also for building team spirit. formId: "281e1686-6550-4413-811e-b8aca7d0e279" To play the World Cup in your contact centre, you’ll need to randomly assign players (or just a single player) to each team. Each red cell is associated with a certain good outcome, like a certain $ value sale. Since workers are limited to the call center, heading outdoors for some sunshine is not an option. And it works. Then, it’s only a matter of making two more smaller sales for them to win (maybe the fort could’ve been designed better?). Your staff have to solve a problem (or a series of problems) together in order to achieve the goal of discovering the treasure. Before getting the team together for an informal chat, draft some reasonably generic questions like “what was a team member’s former job” or “name a team member’s hobby”. Craft your team building activities based on the work ethics and values that you would like your members to possess. In some contact centres, it’s a good idea to reward good outcomes without directly pitting agents against each other. Players/teams can own property as before, but the goal is to hoard the Monopoly money rather than spend it on houses/hotels – if you allow buying houses/hotels, the game may become a little time-consuming. Consider making it so that they just have to hit the outside of the mug for instance, rather than having to actually roll the ball into it. … Every time a team member completes a sale or resolves a customer’s problem, they can take a token back to their desk and put it in a glass bowl. This game not only promotes teamwork, it can give your team a bit of a workout too! Also included are variations of the activities … Call centre games can be a very cheap but super-effective way of supercharging team performance and improving efficiency in your contact centre. These call center morale boosting activities are an easy and cost-effective way to create more excitement in the workplace. Whether you’re planning a one-on-one meeting or a company-wide one, the preparation remains the same. When you’re establishing new teams, it’s important to break the ice and have agents feel comfortable working with each other. Goal Mapping. This game can take place if the team are having a slow day and need a boost in morale. Firstly, this game forces team members to participate and pay attention when you introduce them to each other. Baby Photos. It’s up to you what you do with the points system. AUSTRALIA. Overview: A conversation simulation is kind of an interactive game that … Here’s one way of doing it. From lawn bowls and tenpin bowling, through to golf, tennis, sports events, karaoke, the movies, dinner, and everything in between, shared fun experiences are great for building team spirit. Since the team members will know each other reasonably well (depending on how long they’ve worked together), this adds an extra challenge for the liar. This activity is adapted from The Big Book of Team Building Games. By AmiEffectives - 11.48. photo src: www.pinterest.com. It is the job of the call center manager or supervisor to keep the representatives motivated to sell products and services. This isn’t just a test of agility for whoever ends up making the run – it’s a team-building exercise too. © Copyright 2019 QualityConnex.com | All Rights Reserved |, Why You Need Quality Assurance in Your Contact Centre, How Not-For-Profit LifeFlight Increased Donations with Native Salesforce Integration, Managing Cloud Technology Resistance Like a Pro, HOW ASTIA ARE SETTING THE STANDARD FOR GREAT CUSTOMER EXPERIENCE, How Rockend Supported Growth Rates By Integrating Their Contact Centre Technology. If it’s a tie, use metrics like lowest break time to decide a winner. The “loyalty card” game. Looking for something a little less KPI-oriented? More importantly, a treasure hunt is also an effective team-building exercise for any contact centre team. Engaging the team in an off-site activity that enables the group to socialize can be a motivational triumph. Will they play it safe and make it really easy to step from one tile to another, or will they try to get the reward sooner by making bigger jumps? At the end of the day, it should all be in good fun, and agents should still be able to work well together. However, it has another benefit – this game keeps your team interacting throughout the day, not just on their lunch break. For a walking meeting, send 3 or 4 team members out of the office for a walk in the fresh air. Your team must decide on this together. August 9, 2014 Category :Call Center Companies| Call Centers in San Juan 0. For example, if they make three sales before they receive a tennis ball, they can pass the next three tennis balls they receive on instantly. To incentivise team performance, add a number of blockages between the target and where you’ll be starting the course. Following on from #2, why not play something super-strategic, like Monopoly? Got a spare putter that doesn’t get much use? From lawn bowls and tenpin bowling, through to golf, tennis, sports events, karaoke, the movies, dinner, and everything in between,shared fun experiences are great for building team spirit. Could you do a 100/20 red/green cube layout over a couple of months? 1 Chandos Street You might want to make the “Go” prize a bit bigger to incentivise progression. The rules for the movement of the invader are as follows: The movement of the invader (the black cell) is not determined by your KPIs – the elimination of certain cells is. Camaraderie and bonding are almost guaranteed results. Recently, we put up a world map in our office. Building a strong cohesive call center team takes more than workshop activities and exercises. To make sure that your contact center’s meetings are the former and not the latter, it’s important to have a game plan. Allow those near the end to “save up” their positive outcomes to use them when the balls come. Set up a little golf course – you might want to use a target like a bucket or a mug unless you’ve got a convenient hole in the floor. Whoever had the ball at that time gets a raffle ticket, or a prize. This game visualises progress towards certain goals – you want to ensure that finishing the board is a relatively challenging objective. A bit of a classic but always a great way to assist your agents in getting to know each … The person at one end begins at the start of the day with a number of tennis balls. Full-featured outbound contact campaigns over a variety of communication modes. Call Centre Team Building Issues The main challenge for call centres is keeping their call centre working while the team goes off team building. Team building is one of the most important activities in a call center in order to help agents relax from the pressures of work and allow them to get to know each other better for improved camaraderie, teamwork and unity. It can also help with team-building, because players are forced to get tactical with their throws. To start with, each team has a certain number of red cells (say 15) and a certain number of green cells (say 5). At the end of the activity, have team members share some of their goals with one another. Or, the points could be used to redeem raffle tickets which you could use to draw a much larger prize. The tournament has 32 teams by default, which starts with a group stage (four teams in each group, two of which go through) whereby each team plays each other once. Small giveaways and special prizes can also make employees feel more appreciated. ALL RIGHTS RESERVED. Once there’s a clear line of sight to the target, the team can choose to take the putt – if they make it, they get a prize. Call center customer service training activity pass the blocks If you’re making/receiving tons of calls, clear communication (both speaking and listening) is key. This was a great activity for engagement (everyone’s engaged when there’s a trip away on the line! These activities can improve the chemistry of your team, and it will increase productivity in the operational processes of your call center. This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office. Jenga is a fun way to motivate employees to perform. 15. To add a competitive edge, you may choose to send more than one team on a treasure hunt at once. Give each agent a whiteboard and a couple of whiteboard markers. Feel free to completely change any of these games before using them – they’re only guidelines, after all! Whether in person or online, have each participant state their name. This is a fun competitive activity that's perfect for your customer service class or call center customer service training. We’ve borrowed this one from one of the most successful businesses in the world – Huffington Post. At the end of the period, you (or another manager) must review each team member’s whiteboard and make a judgement as to who had the most successful resolutions. Their planes moved based on the points they collected. If the team decides to send someone and they touch the actual floor, clear the tiles and make your agents start over again. If someone can reach the treasure, the team gets a reward. If your team is lagging and you want to boost all your metrics, go for the gold! ask the questions – any team member can answer regarding any of their team mates, excluding themselves. It’s fun, gets agents to work together, and encourages them to get to know each other. See how many questions they can answer before you finish the drawing! Every time a team or team member reaches a certain KPI (like a sale over $1000, or ten customer enquiries resolved), they get to throw a single die and move their piece forward. A ropes course is a challenging outdoor personal development and team building activity which usually consists of high and/or low elements. In this guide, we’ll outline 14 different games you can set up as a manager to motivate your team. This trains agents to ask each other for help when needed, and collaborate on strategies for certain initiatives. If a team lands on another team’s property, just have them pay the minimum amount. Photo of your life. The results of team building activities can have a long term effect in your workplace. One solution is to do it in two stages, so half the team go and half stay and then they switch over. When someone hits a target/KPI, they’re allowed to remove one of the obstacles. The end prize was a trip away. Forts. To make things a little more interesting, set a timer to go off any time within the next 8 hours (or however long your workday is). The element of luck the snakes/ladders add can make reaching targets more interesting, but it can also be frustrating – it’s probably best to avoid tying any rewards directly into this game. Pre-populate the field (give everyone a tennis ball to begin with). It can also open new doors for communication as they work as a team to achieve a common goal. Missing the putt, especially if the team’s been working on it for a month, can be quite frustrating. Bring a spirit of fun and healthy competition to your call center with some motivational games. The two teams then each have a black cell (you could call it the invader) – their task is to get it to tunnel through the fort and reach the yellow cell. You can introduce a prize for the winner if you like, but make sure you’re a fair judge! We know that when teams work together effectively, your contact centre flourishes. The options for remote team building activities are endless. Once the team has chosen what they think is the lie, the liar reveals the truth, and then it’s the next person’s turn to come up with three facts. The qualitative aspect can be a really awesome thing to have – as an agent, nothing beats the feeling of a customer ending the call with “you’ve been an incredible help – thank you so much!” and getting to show it off. Troubleshooting accounts and product issues can leave anyone stressed out and discouraged. Call Center Features that Help Agents Stay Engaged Intelligent call routing for inbound inquiries based on a variety of factors, regardless of whether it’s a voice, email or web chat conversation. Jan 29, 2015 - Call centers are hubs of consumer-customer service contact. Their goals with one another t going to revolutionise agent productivity on different criteria, such as a! 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