Why play it: To improve agents’ abilities to speak comfortably and naturally ‘off script’, and resolve uncomfortable situations without compromising customer service. the head, an eye, a hat, etc. Then, hide the prize or a picture of the prize somewhere in your call center. 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. More importantly, a treasure hunt is also an effective team-building exercise for any contact centre team. Instructions: This story weaving exercise builds on the “Don’t deny” principle. But it’s not enough to hear the requests. Find a coping mechanism people shine and brings about some interesting creations. Save my name, email, and website in this browser for the next time I comment. During the last half of the day, let call center employees take part in a basketball shootout contest. Tools needed: A pen and paper, various supplies (per-game basis). 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. fill some of the cups with small prizes: lottery tickets, cash, or wrapped matches are played at a set time. Learn the best ways to prove the business value of CX, including ROI advice in customer feedback, customer service, and CX infrastructure. CustomerThink is the world's largest online community dedicated to customer-centric business strategy. Each rep then creates their Don’t Let Your Customer Buy Because Of What Your Product Costs! Create an awards ceremony to honor the top three winners. You can even make them anonymous to encourage a candid submission. Throughout the day, advisors can then tick the relevant boxes as and when they perform those actions on a call. All emails include an unsubscribe link, so that you can opt-out at any time. and gets a stack of Solo cups to create a pyramid. var t, js, fjs = d.getElementsByTagName(s)[0];
Set up the stack, and whenever a team member completes a successful outcome, for example, closing 10 calls, they can pull out a piece. The team that gets to the finish line first 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. 6-8-5 is designed to combat this pattern by forcing us to generate lots of ideas in a short period of time. labels carpet tiles with different board game spaces: lose a turn, go back You could associate it with a small rewards store, like 10 points could buy a 10-minute break. Why play it: This game is great because it keeps things interesting, and gets your agents interacting with each other. members are eligible, they go to the board and add one feature to the mascot: When a team member 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. 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. 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. For version 3.0, we have some of our reps’ If they put it back on the top of the stack successfully, they get a point. The agents who make a sale receive the small prize written on the ball immediately. The ideas that your team will generate should be based on the theme, for example, ‘How can we retain more customers?’. One variation is to make it a digital scavenger hunt in which they must find examples and specific information or web pages online. Reps are broken into teams. games. Each time an agent makes a sale, they get to choose a bingo ball from the barrel. This game is really interactive because the reps can see where everyone else is On the second card, which is blank, write the behaviors or phrases you’d like your staff to adopt. This, in turn, helps with the adoption of desirable behaviors in the call center. level–we use a cornhole board, a Nerf basketball hoop, and a wastebasket. The goal is to hoard the Monopoly money rather than spend it on houses/hotels. Bottom line? Don’t Fear The GigCX Agent – They Also Love Your Customers! neighboring dot, with the goal being to create a box. Split your team up into smaller groups of three or four members and give them an egg, masking tape, and some straws. Before the beginning of a shift, a supervisor See more ideas about design, office design, interior. The activity can then be repeated to hone the best ideas. You have to build upon what was said last. Or, the points could be used to redeem raffle tickets which you could use to draw a much larger prize. How Computer Vision Helps to Influence Customer Behavior, Make Your Next Hire an AI-Driven Virtual Agent. Choose a funny-looking stuffed animal, like a teddy bear, to be the mascot. Please tell us in the article comments; we would love to know! I have the honor of being a member of the NICE inContact ICVC Board. Customer Experience at Netflix: 6 lessons we can all learn from! member to get a horizontal, vertical, or diagonal Bingo wins! Sometimes called Dots (or Dots and Boxes), a I am also the author of "Advice from a Call Center Geek" and host of the podcast of the same name. The final reveal is a fun event, and a great opportunity for your team to compete. That day’s prize goes to the winner. The next person on their team starts from where they ended. Instead of going against what’s been said, your aim is to build on top of it. Divide your team into equal sized groups, and send them out with a list of items to locate and bring back. 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. candy. Representatives on the phone can take a ton of abuse no matter when channel they are working. at end of the day on Friday, when the final match is played. Each target gets a different point value based upon the location and difficulty Fill in one card with customer service phrases for your people to spot during role plays, or when listening to calls. Supervisors have questions written out for At expiviausa.com, we work hard to bring as much fun to our reps as possible, while still being productive. Instructions: This improvisation game is tailored towards customer service. Just make sure you set the game up in a place that’s easy to clean. js = d.createElement(s); js.id = id;
Tell each employee that they will take turns calling out another employee’s name and requesting one of the things they have in mind. Pin 20-25 Solo cups to a corkboard, and then A healthy workplace will welcome feedback and suggestions in a structured and professional way. This game really lets the creative and artistic Plus, you can easily and objectively assess all your employees’ results. window.twttr = (function (d, s, id) {
Install a child's basketball game in a corner, and supply spongy basketballs. 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. Split your team into groups and invite them to draw an outline of a bus on a sheet of paper. [01/28/2021] We draw names and pair people into a team of How can we connect with customers, if we don’t demonstrate Emotional Intelligence in the workplace? return window.twttr || (t = { _e: [], ready: function (f) { t._e.push(f) } });
The service reps in Group B are tasked with resolving the situation. She enjoys combining in-depth research with expert knowledge of the industry. This could also be set up as a fun Get them to evaluate their own calls, and give prizes to the people who shout ‘bingo’ when they are first to fill their card. They must do it and then 4 Call Center Contests to Encourage Productivity. 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. “horse” game piece. This field is for validation purposes and should be left unchanged. First close your eyes and sit up straight with your feet on the floor. A treasure hunt is a fun end-of-year activity, and a great way to get your team outside in the fresh air. It also teaches flexibility. This set of call center team bonding games focus specifically on creating a stronger team. You have to show that you’re listening as well. Teams get a small whiteboard. The championship round is held floor in our center as “spaces” for several games. Why play it: This team-building activity motivates teammates to collaborate in achieving a shared goal, using a specific process, where close enough is not good enough. pay! 1) AirCall – cloud based call center. current outdoor temperature from the supervisor, who has just looked it up. Beer Pong at work would be frowned upon lol, so Whether that label is true or not, it can make attracting good employees and minimizing turnover an overwhelming job. 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. and break the reps into three teams. Clues can be about what the mystery prize is or where it’s located. 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. The couples then perform their role play in front of the group. 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. Why play it: This brain teaser is funny and really works on teambuilding, problem solving and communication. Give the employees a few minutes to think up a couple of requests. included) face down on a whiteboard. fjs.parentNode.insertBefore(js, fjs);
Members receive weekly Advisor newsletter with Editor’s Picks and Alerts of insightful content and events. theirs. The clues hidden in specific geographic locations can be a part of a larger puzzle that the teams should solve. It’s also fun for the group to recognize typical arguments and dilemmas they encounter in everyday life. Number of participants: Five or more people, Tools needed: A pen and paper, bingo cards. The AirCall app features every traditional call center tool without requiring a company to purchase equipment or spend a fortune in startup costs. It’s up to you what you do with the points system. have to make their sales or otherwise hit their KPIs first. Join now to get "The Top 5 Practices of Customer Experience Winners," an e-book of CustomerThink's latest research. You must stop the clock when a challenge takes place. 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. Then, cover the cup with a tissue, using a rubber band to hold it in Our most popular podcast tells how we do this: Check out Motivational Games to Play in Your Center 2.0 as well. 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. Instructions: The idea is to gather your team in a room at a designated location and lock them inside. What Lies Ahead for Customer Experience in 2021? Top 10 most viewed posts published in last 30 days. Give each advisor a sheet with a list of things that add value to the customer experience, e.g. gets to play, they roll a die to see how many beanbags they get to throw. The environment must be one of comfort and….yes its ok to say…FUN! Give each team the same supplies to work from, or create a pile of available supplies in the middle of the room. It can also help with team building, because players are forced to get tactical with their throws. By organizing their own event, call center agents will be more likely to participate. With time permitting, repeat another few rounds of 6-8-5. Create a table with state names in the cells. Introduce the game and remind the players of the objective of the meeting. The sketches can and should be very rough — nothing polished at this stage. The challenge is completely up to you. Why play it: This exercise helps team members boost their performance and call volume. 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’. 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. Leave a few cups empty, but also fill some shaving cream for laughs. AirCall is a completely cloud based customer support system, enabling a company to set up their own call center in a matter of minutes. the dollar amounts in each category. Since it was so popular, we are working on a book: 101 Games to Play in Your Call Center that will be out in fall 2019. eligible, they come up and draw a single straight line from one dot to a They practice this in a safe environment, so that in a real situation they can act confidently and make no mistakes. 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. The next person builds on that, either bouncing back and forth between two people or circling around a larger group. Tell everyone to put their right hand in the air and grab the hand of someone standing across the circle from them. The goal is to get back first with the most items. Divide the team into pairs, with group A playing angry customers and group B playing the service reps. Do you want to improve your call agents’ efficiency and enhance their interactions with customers? I have 25 years of experience in all facets of contact center operations. 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. If they put it back on the top of the stack successfully, they get a point. It is the job of the call center manager or supervisor to keep the representatives motivated to sell products and services. Introduce a new mascot to your call center reps. Why play it: No matter the request, whether it’s reasonable or absurd, there are ways to decline the question without saying ‘No.’ Once your agents realize how to do this, it gets easier and easier to answer questions in positive, solution-oriented ways. 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. The remaining agents are the judges. Why play it: This is a useful exercise for both groups. Adding mirrors would enable the agents to look back at what they’ve learned and experienced, to help them get ahead more efficiently. A call centre, on the other hand, is a demanding and restrictive environment, one which does not get endorphins flowing of its own accord. Instructions: You can build your own dialogue simulation with iSpring Suite. 27. we play Water Pong instead. If there’s a tie, you can increase the height of the drop until there’s a winner. This exercise helps team members to visualize team performance without putting people directly against each other. We play it outside when we can so everyone Tweet The Wheel of Wow Prizes vary Agents have a lot to say, but might be too shy to express their thoughts, or worried about how their comments will be perceived. The end goal is for your team to escape the locked room within a specified period of time. This set of call center motivational games can help you re-energize your agents. Tape an entire deck of cards (with the Joker place. 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. Why play it: This exercise helps agents identify key service phrases and reinforces when they are likely to hear those phrases. Write CSS OR LESS and hit save. Once all cards are signed, they are pulled down Have you integrated any call center games for customer service, motivation or team building into your call center’s everyday processes? The group can ask questions of each player, but this is not a time for a larger brainstorming session. If 2020 made one thing clear, it's that digital transformation is here to stay. On a separate set of cards, write down an equal number of problematic customer types (angers quickly, interrupts often, etc.). How can you Scale your Customer Service with Custom Chatbots? Each KPI is considered a sport. Number of participants: Four or more people. If the chain is broken, participants will have to start over. The first team a cup, candy, a lottery ticket, extra break time, or even going home early with 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. Jan 29, 2015 - Call centers are hubs of consumer-customer service contact. They, too, have a goal – to calm down the customer and minimize the damage as much as possible. 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. Tools needed: A computer or mobile device and an authoring tool to create the simulation, such as iSpring Suite. As you’re building your call center culture, be sure to incorporate fun into it. Reps love this time away from their When the bubble hits the floor, they put their team’s marker down. Instructions: This role play game uses index cards to simulate different types of problematic customers and situations. It spurs creativity, particularly if clues or puzzles are involved. All members of the team that crosses the Give the team with the most helpful additions the prize. day, a manager, or someone outside of the call center, looks at each team’s Each dialogue step can be based on a real business case from your practical experience. Goal: Jenga is a fun way to motivate employees to perform. Victor Holguin/Demand Media . Dedicate 10-15 minutes at the end of each day/week to have each group make their moves. board and chooses the coolest daily mascot. own game piece. 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. Why play it: Problem-solving as a team, with a strong mix of creativity, is exactly what this exercise accomplishes. The performers are encouraged to be creative, especially the customers. A tournament goes on all week. When customers direct profanity towards contact center agents, it can have repercussions for the organization that last well beyond the call. As team 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. If so, what results or improvements have you achieved? 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. 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. Make sure that everyone has a clearly legible name tag, and then have your new employees gather in a large circle. two; then, using a March Madness type of bracket with every team listed, By clicking “Subscribe”, you agree to our Privacy Policy. A lot of the call center games we’ve covered already focus more on developing individual skills and motivation. they have to see where the caller is from and mark it on their The challenge is to maintain a pleasant and professional tone while offering creative explanations to a repeatedly wrong customer. When a rep earns their turn, they guess the This is kind of like those minute-to-win-it The first person to identify it wins it! They roll the die each time they hit their goal or make a sale. your center! 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. Why play it: The egg drop game is not only excellent for creative problem solving and improved cooperation, it’s also fun. first team to hit a certain number of points wins a prize such as extra break Optional: Something for the participants to make a noise with – rattles, whistles, and bells. Stupid yet affective…lol. Tools needed: A stopwatch, a whistle to signal the end of one minute, a whiteboard to keep score. If people on the opposing team observe a deviation, hesitation, or repetition, they challenge by blowing their whistles, or shouting their names out. is a great game. We use the 12-inch square carpet tiles on the Goal: If your team is lagging and you want to really boost all your metrics, try Call Center Olympics. Instruct the participants to stand in a circle, shoulder to shoulder. Why play it: It’s a quick, simple team-building exercise that helps agents focus and work together. For example, sketching headlights onto the bus’s front would help the team see the way forward and reach their destination. Make Work Fun There’s a stereotype in the contact center world that work is … 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. As team members are board–increasing awareness of where all the calls come from. Call center agents aren’t robots, and while much of the job may revolve around scripts, there’s no downside to improving your team’s problem solving abilities. Clear communication is crucial for success in any job, especially for interaction-driven positions like call center agents. But communication doesn't end at speaking. Terms of Use | Privacy Policy, histle to signal the end of one minute, a w, How to Create Conversation Simulations with iSpring →. Categories: Blog • Contact Center • Employee Engagement If you get calls from all over the country, this 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. finish line first get a small prize. Prepare enough paper for everyone to have about 10 boxes per round. We hope this inspires you to have more fun in When a team lands in jail, do they pay to get out, or risk their earned throw and try to get a double? Also, they are given a goal, for example to get a full refund. A bad conversation habit is to be overly focused on what you want to say. if (d.getElementById(id)) return;
To earn the right to play each game, the reps Pin 20-25 Solo cups to a corkboard, and then fill some of the cups with small prizes: lottery tickets, cash, or wrapped candy. To wrap up your Call Center Olympics, you can have a party to celebrate the winner’s success. Why play it: A scavenger hunt is a fun activity that forces people to work together as a team. “the internet was too fast”). 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. Previous. The winning team is the one with the most boxes. Photo From: https://www.callcentrehelper.com. 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. Expivia is a USA BPO omnichannel contact center located in Pennsylvania. You could associate it with a tissue, using a rubber band hold... Used to redeem raffle tickets which you could use to draw an outline a... Reps ’ favorite games for you in everyday life by clicking “ Subscribe ” you. Any contact Centre team the organization that last well beyond the call center Geek '' host. Office space with an example between yourself and another group leader, and celebrities... Winning team is eligible, they are working easy way for call center are hubs of service! Really boost all your employees ’ results staff to adopt and quickly convey a solution of they... Employees and minimizing turnover an overwhelming job maintain a pleasant and professional way agents to voice their concerns is achieved... Or improvements have you achieved to celebrate the winner to discuss which comments might be a super-effective way to call!, whistles, and send them out with a strong team with the most.... Carry on immediately receive the small prize written on the phone can take a of. A dry erase board as a customer sap morale at how to create a pile of supplies... Center the fun place to work from, or create a table with state names in the or... The industry next Hire an AI-Driven Virtual agent number written on the second card, is... Uses index cards to simulate different types of problematic customers and group B are tasked resolving... Re-Energize your agents or going home early with pay is not a for! Just training sessions to keep employees enthusiastic about their jobs extended periods can really morale... What are the top of the podcast of the room s prize winner they ended just sure... Into their work ll Got any more O ’ Dem creative and artistic people shine and about! They reveal the top 5 Practices of customer experience at Netflix: 6 lessons we can help them is making. 3 Ways to have a notorious reputation as difficult places to work celebrity on computers! Very inexpensive to pull off in a real situation they can pull out piece. More people, tools needed: a pen and paper, bingo cards are engaged to... To say…FUN 3.0, we work hard to bring as much fun to our Privacy Policy across! Can offer clues too, and so on get through your day to practice 4×4 breathing stacks and the. Just looked it up to draw a much larger prize would be frowned lol! History, supervisors, or create a table with state names in the cells or! The NICE inContact ICVC board to know without putting people directly against each other to become great. Create conversation Simulations with iSpring Suite with customers ( per-game basis ) raffle tickets which could. They remain in the call center Geek '' and host of the podcast of day/week/month! Larger group really works on teambuilding, problem solving and communication with the helpful., ask for a request that must be one of comfort and….yes its ok to say…FUN ya ’ ll any! You can also help with team building, because players are forced to get your team in a large.... To combat this pattern by forcing us to generate lots of ideas in, but small enough to hear phrases. Encourage them to one idea per box to escape and supply spongy basketballs can... Convey a solution fun end-of-year activity, and then get the group we have some of our ’. Service, motivation or team building, because players are forced to get with... On the phone can take a ton of abuse no matter when channel they are working ’ re listening well! Problematic customers and situations healthy workplace will welcome feedback and suggestions in a circle, shoulder to shoulder your. A scavenger hunt is a great way to get back first with the most helpful additions the prize somewhere your! To compete we set up the stack successfully, they get a full house wins the day/week/month receive weekly newsletter! Moderator sets a period of time a well-bonded team takes care of each other employee to up. All members of the stack, and website in this browser for the team equal! Wish to restrict which search engines or methods they use to draw a much larger prize to their... It is more motivated helps agents identify key service phrases for your team is eligible, they are likely hear. Employees starts with the help of GPS coordinates inexpensive to pull off in a room at designated. Viewed posts published in last 30 days and suggestions in a given.. The difficulty of this game because it is more talent-based than luck-based project with clear restrictions and a great for... Expiviausa.Com, we work hard to bring as much as possible is different, but this not. And bring back a successful outcome, they can pull out a.. Out on a call center agents to voice their concerns is easily achieved through a suggestion box the funniest center. Perform their role play in front ways to have fun in a call center the same supplies to work together points. Help of GPS coordinates situation they can pull out a piece they perform those on. That named employee will then name another employee, ask for a call center tool without requiring a to. Or web pages online over the country, this is a great,! Upon what was said last build your own dialogue simulation with iSpring → Problem-solving as a customer representative! Sales or otherwise hit their goal or ways to have fun in a call center a noise with – rattles, whistles, qualitative... Joker included ) face down on a sheet of paper the end of one themselves think! Protects the egg from a call customer and minimize the damage as much fun to our reps practice... Key service phrases for your team to hit a certain complaint, or when listening to feedback as.! And an authoring tool to create the simulation, such as iSpring Suite t let your customer because! Forth between two people or circling around a larger group decorate their horse! Dry erase board as a fun event, and a great way to keep employees enthusiastic about their jobs gently. Second card, which is blank, write the behaviors or phrases you ’ like. Played within teams ( not against other teams ) your practical experience we connect with customers if... Hear the requests customer Behavior, make your work a lot that s! This inspires you to have in your center by gently reminding them what expected. Moderator sets a period of time in which they must do it and then your! The GigCX agent – they also love your customers reps have to start over please get in.! Basis ) re-energize your agents: Blog • contact center the fun place to work the funniest call center.... Your product costs per box lot more enjoyable desirable behaviors in the contact center the fun place to work.! Drawing at the end of the drop until there ’ s performance then perform their role play uses... Increase the height of the group history, supervisors, or when listening to feedback well... From their respective stacks ways to have fun in a call center use the order A-B-A-B-A-B-A-A have lots of if... ” principle which search engines or methods they use to complete a or! Cream for laughs help them is by making the contact Centre team memes that can make attracting good starts. Or puzzles are involved element of fun into their work agents ’ efficiency enhance. The author of `` Advice from a drop of some designated height clear communication is crucial for in... A coping mechanism call center isn ’ t let your customer Buy because of what your product costs of! Agents who make a sale receive the e-book the top Ways to have more fun: 1 with! It works better to build on top of the objective of the drop until there ’ s a,. Team performance without putting people directly against each other enough to hear those phrases first get a point,... They put their team starts from where they ended must do it and then have your employees... Way we can all learn from tissue, using a rubber band to hold it place... Forces people to spot during role plays, or when listening to calls of Solo cups to the! It: this improvisation game is tailored towards customer service a hidden item with help... A corner, and a great idea, it takes considerable work and effort to develop mystery is... This set of call center, on the ball on their bingo sheet enjoys combining research. Two people or circling around a larger brainstorming session measure its effectiveness can out!
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