neighboring dot, with the goal being to create a box. Create a specific project with clear restrictions and a goal. 1) AirCall – cloud based call center. gets to play, they roll a die to see how many beanbags they get to throw. cup to literally punch out and keep whatever they find. This could also be set up as a fun Why play it: Problem-solving as a team, with a strong mix of creativity, is exactly what this exercise accomplishes. Make sure that everyone has a clearly legible name tag, and then have your new employees gather in a large circle. 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. That day’s prize goes to the winner. See more ideas about design, office design, interior. Jan 29, 2015 - Call centers are hubs of consumer-customer service contact. 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. Check them out and have fun! Divide the team into pairs, with group A playing angry customers and group B playing the service reps. Pin 20-25 Solo cups to a corkboard, and then This activity will elevate the mood of the group and could also be an interesting way to share ideas on how to deal with difficult customers. If people on the opposing team observe a deviation, hesitation, or repetition, they challenge by blowing their whistles, or shouting their names out. A call center, on the other hand, is one demanding profession. Choose an agent to go first. Why play it: This is a useful exercise for both groups. 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. You can offer clues too, and vary celebrities by industry, age, etc. “the internet was too fast”). Tools needed: A pen and paper, various supplies (per-game basis). level–we use a cornhole board, a Nerf basketball hoop, and a wastebasket. Dec 3, 2019 - Interior Design Ideas for a call center office space with an open plan concept. Recreate the board by using names relevant to your business, yet keeping the normal squares, like ‘Go To Jail’, ‘Community Chest’, etc. Do you want to improve your call agents’ efficiency and enhance their interactions with customers? Give the employees a few minutes to think up a couple of requests. js.src= "https://platform.twitter.com/widgets.js"; ... (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.) 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. Join now to get "The Top 5 Practices of Customer Experience Winners," an e-book of CustomerThink's latest research. 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. 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. This set of call center motivational games can help you re-energize your agents. Print out a few pictures to keep the game going throughout the day. They randomly select cards from their respective stacks and use the information to act out their roles. The challenge is to maintain a pleasant and professional tone while offering creative explanations to a repeatedly wrong customer. games. As team members are 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. When eligible, a rep comes to the table then each time a team member is eligible, they get to roll a die and move their When a team makes a box, they mark it as With time permitting, repeat another few rounds of 6-8-5. own game piece. One way to ensure employees are engaged is to encourage them to organize their own work events. 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. The winning team is the one with the most boxes. On a separate set of cards, write down an equal number of problematic customer types (angers quickly, interrupts often, etc.). They learn if they are too high or too low and get to guess again during their return window.twttr || (t = { _e: [], ready: function (f) { t._e.push(f) } }); It works better to build on what’s been said. Pass the Bear. The challenge is completely up to you. When a team member It’s up to you what you do with the points system. and break the reps into three teams. Once all cards are signed, they are pulled down What’s disturbing is that in many organizations, high agent turnover, and burnout is in some ways part of the plan, which make companies perceive them as a ‘necessary evil’. 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. supervisor will put 200 or so dots on the whiteboard. Instruct the participants to stand in a circle, shoulder to shoulder. Divide your team into equal sized groups, and send them out with a list of items to locate and bring back. All emails include an unsubscribe link, so that you can opt-out at any time. 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. 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. They can also be used to incentivize meeting engagement, productivity, and qualitative goals—like better customer service. Our reps actually practice this game because it Prepare enough paper for everyone to have about 10 boxes per round. The customers are either handed a certain complaint, or can think of one themselves (think ridiculous complaints, e.g. Create an awards ceremony to honor the top three winners. To wrap up your Call Center Olympics, you can have a party to celebrate the winner’s success. Expivia is a USA BPO omnichannel contact center located in Pennsylvania. Skydiving instructors and wine critics don’t usually need a fancy-dress day or a cake buffet to inject a bit of joviality into their working week. 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. The activity can then be repeated to hone the best ideas. When someone does it, they get a small prize–and a couple of Each group of teammates needs to have a GPS device that will help in searches. Ya’ll Got Any More O’ Dem. Whether that label is true or not, it can make attracting good employees and minimizing turnover an overwhelming job. This is great for reinforcing the culture you want to As reps hit their goals, they get to sign Stay tuned to get our latest eLearning tips and tricks! Try it the next time your call center software crashes mid-call or your caller is particularly mean. can gather around and cheer for their friends, without disrupting the people They also get to mark off the number written on the ball on their bingo sheet. and gets a stack of Solo cups to create a pyramid. Tools needed: A stopwatch, a whistle to signal the end of one minute, a whiteboard to keep score. Due to the COVID-19 crisis, the ROI issue is now front and center with CX leaders. favorite games for you. Instead of going against what’s been said, your aim is to build on top of it. Set up the stack, and whenever a team member completes a successful outcome, for example, closing 10 calls, they can pull out a piece. Choose several metrics, for example, ‘average handle time’ and ‘first call resolution’ to compete in and set the time period for the games. Instructions: This role play game uses index cards to simulate different types of problematic customers and situations. 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. She enjoys combining in-depth research with expert knowledge of the industry. 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. is more talent-based than luck-based. For an idea to become a great idea, it takes considerable work and effort to develop. Create a table with state names in the cells. Introduce a new mascot to your call center reps. Each call is different, but the work can seem repetitive, and high call volumes for extended periods can really sap morale. The first team 4 Call Center Contests to Encourage Productivity. Clues can be about what the mystery prize is or where it’s located. 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. The performers are encouraged to be creative, especially the customers. Sometimes called Dots (or Dots and Boxes), a You have to show that you’re listening as well. We hope this inspires you to have more fun in Whoever got the Joker is that day’s prize winner! 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. Plus, you can easily and objectively assess all your employees’ results. Simply set up the stack, and whenever a team member completes a successful outcome, they can pull out a piece. have to make their sales or otherwise hit their KPIs first. We cannot do this if we have associates that are lethargic, have bad attitudes and do not … Call center agents and employees have high rates of burnout, poor performance, turnover and many ask why. var t, js, fjs = d.getElementsByTagName(s)[0]; Learn the best ways to prove the business value of CX, including ROI advice in customer feedback, customer service, and CX infrastructure. Each rep then creates their One variation is to make it a digital scavenger hunt in which they must find examples and specific information or web pages online. It spurs creativity, particularly if clues or puzzles are involved. Jenga is a fun way to motivate employees to perform. Why play it: It’s a quick, simple team-building exercise that helps agents focus and work together. Adding mirrors would enable the agents to look back at what they’ve learned and experienced, to help them get ahead more efficiently. As an alternative to GPS coordinates, you can also use QR codes placed around the office or neighborhood. 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. That named employee then has to deny the request, without actually saying ‘No.’. Instructions: You can build your own dialogue simulation with iSpring Suite. When a rep hits their goal, they come up to the table and pick a Call Centhor Agent. minutes away from their phone. Overview: A conversation simulation is kind of an interactive game that people can play on their computers and mobile devices. the head, an eye, a hat, etc. 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. Attracting good employees starts with the hiring process, but minimizing turnover is a direct product of employee engagement. Goal: If your team is lagging and you want to really boost all your metrics, try Call Center Olympics. The couples then perform their role play in front of the group. 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 … Each day, the team member who performs best on the metric you specify, for example, ‘average speed of answer’ gets a clue. Why play it: This brain teaser is funny and really works on teambuilding, problem solving and communication. Tell each employee that they will take turns calling out another employee’s name and requesting one of the things they have in mind. Supervisors create a racetrack around the call center and The first person to identify it wins it! Pin 20-25 Solo cups to a corkboard, and then fill some of the cups with small prizes: lottery tickets, cash, or wrapped candy. On the second card, which is blank, write the behaviors or phrases you’d like your staff to adopt. Here are seven ideas that require barely any planning or expenditure but which can still raise a smile and help your team to relax. What Are the Top Ways to Use Speech Analytics? a cup, candy, a lottery ticket, extra break time, or even going home early with 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. 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. 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. this one. The contact center can be a place where you can do things that you cannot do … The Top 5 Practices of Customer Experience Winners. Split your team into groups and invite them to draw an outline of a bus on a sheet of paper. If the challenge is incorrect, you award a point to the speaker, and they are allowed to carry on. Then, cover the cup with a tissue, using a rubber band to hold it in 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: This exercise helps team members boost their performance and call volume. Join us, and you'll immediately receive the e-book The Top 5 Practices of Customer Experience Winners. Why play it: This game teaches some crucial customer service skills, primarily listening skills. floor in our center as “spaces” for several games. members are eligible, they go to the board and add one feature to the mascot: board–increasing awareness of where all the calls come from. The goal is to get back first with the most items. Highly skilled communicators also need to be active listeners and can digest information and quickly convey a solution. 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. Customer Experience at Netflix: 6 lessons we can all learn from! Number of participants: Six or more people. The tournament winners get a nice prize. Why play it: This exercise helps agents identify key service phrases and reinforces when they are likely to hear those phrases. The requests can be reasonable or unrealistic. board and chooses the coolest daily mascot. fill some of the cups with small prizes: lottery tickets, cash, or wrapped Give each team the same supplies to work from, or create a pile of available supplies in the middle of the room. Correct answers earn points, but wrong answers This game is really interactive because the reps can see where everyone else is Back in the day, I worked in a call center as a customer support representative for a major automotive manufacturer. Prizes vary A lot of the call center games we’ve covered already focus more on developing individual skills and motivation. As each rep is on with a caller, We draw names and pair people into a team of The Wheel of Wow 3 Ways to Have Fun in the Contact Centre . Number of participants: Two or more people. Previous. 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. window.twttr = (function (d, s, id) { Before the beginning of a shift, a supervisor Learn more at How to Create Conversation Simulations with iSpring →. their name on a card. podcast.callcentergeek.com. The team that gets to the finish line first day, a manager, or someone outside of the call center, looks at each team’s next eligible turn. The person who has the best KPI score for that sport gets a medal or ribbon for the win. Stupid yet affective…lol. You can even make them anonymous to encourage a candid submission. if (d.getElementById(id)) return; theirs. First close your eyes and sit up straight with your feet on the floor. The group can ask questions of each player, but this is not a time for a larger brainstorming session. 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