Each day/week in your contact centre is a match in the tournament. … Full-featured outbound contact campaigns over a variety of communication modes. This trains agents to ask each other for help when needed, and collaborate on strategies for certain initiatives. A treasure hunt is a fun end-of-year activity, and a great way to get your team outside in the fresh air. Victor Holguin/Demand Media . To get around this problem, you can: In many contact centres, it’s good to foster a sense of teamwork even when working on mostly individualised assignments. Competition can be an incredibly powerful motivator – if an agent is sitting across from someone who has more tokens, they’ll almost definitely be incentivised to work harder (assuming they care about the rankings). You might want to only announce the winner at the end of the day though – if someone’s picked at 10AM, there’s little incentive for your team to continue passing the ball around since they know that the winner has already been chosen. If you let them do the latter, make sure you’ve got plenty of space. 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. Do you have any other tried and true team-building exercises you’ve run in your contact centre? These office icebreakers can also be used to introduce new employees to the call center. Conversation Simulation. The results of team building activities can have a long term effect in your workplace. At the end of each call, email, or live chat session they respond to, the agent is allowed to (but doesn’t have to) write down something the customer said on the whiteboard – a maximum of one sentence/phrase per call. What’s more, if you get agents to gently throw the tennis balls over a short distance, this will allow your team to stretch their legs – plus, it gives their eyes a break from the screen every so often. See who misheard what! This game can take place if the team are having a slow day and need a boost in morale. Set up a box with a number of medium-sized objects which can be used as tokens. 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. St Leonards NSW 2065 Now’s the time to get creative with remote team building activities! Of course,sometimes the best team-building activities are the traditional ones There are lots of fun activities you can do with your contact centre team. Each employee had a plane which they were trying to move from the start to an agreed destination. Survival scenarios are a great way to observe how your team members interact with one another and what roles they take. Just make sure there’s nothing too fragile around the desks! Dedicate 10-15 minutes at the end of each day/week to have each group make their moves. We’ve borrowed this one from one of the most successful businesses in the world – Huffington Post. Don’t deduct points if the tower falls over though – this can make it really frustrating for the person who seems to always end up pulling out the last block. This doesn’t just promote health and exercise (both of which have been shown to deliver a range of benefits themselves), and of course bonding. Participants of each team are tasked with passing Blocks as quickly as possible in relay style to the team member next to them to move the whole pile of blocks from one location to the other faster than the other team. 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”. shortcode: "wp", Feel free to completely change any of these games before using them – they’re only guidelines, after all! The “loyalty card” game. The other benefit of this activity is exercise (assuming the Jenga stack is on a central table) – it gets your agents up and moving! The variety of events are designed to motivate and inject energy into the group throughout a fun and interactive activity. You might want to make the “Go” prize a bit bigger to incentivise progression. This is a great game for incentivising agents to go the extra mile. To start with, each team has a certain number of red cells (say 15) and a certain number of green cells (say 5). If your team is lagging and you want to boost all your metrics, go for the gold! Whoever made the most sales, resolved the most issues, or took the most donations out of the two teams/individuals in each match progresses to the next round. If they put it back on the top of the stack successfully, they get a point. At Team Tactics we enjoy creating corporate team building events & activities which are unique and provide an innovative twist on any team building event. However, it’s another fun ice-breaking exercise, with a hidden performance benefit. Many companies have a training budget for outside consultants. Call center customer service training activity pass the blocks However, there’s only additional room for 12 items they’ll need to survive on the nearby island. Wooden playing blocks would work well. Each red cell is associated with a certain good outcome, like a certain $ value sale. The liar’s job is to maintain the facade! It’s a real win-win! Words or an email are just not enough; there are a bevy of customer service training ideas as well as activities that can be tried out to keep your team engaged as well as excited to be together. 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. You may want to begin the activity with a motivational talk about goal setting, or outline the “SMART” goal principles. Points were distributed for achieving goals such as meeting KPIs, going above and beyond the call of duty, being a contributing member of the team, etc. Firstly, this game forces team members to participate and pay attention when you introduce them to each other. To traverse the “lava”, you’ll need to give your team some things they can use as stepping-stones, which they can lay down when they achieve a certain goal. However, you can use a bracket format (like the one below) to make things easier. Choose a person whose words carry the most weight with the team. formId: "b9213ad5-6205-4fa0-a51b-a9f9fd729952", It’s up to you what you do with the points system. Published: 11 Jun 2008 More Quick Team-Building Activities for Busy Managers Call centre games can be a very cheap but super-effective way of supercharging team performance and improving efficiency in your contact centre. 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. Will you be trying any of these call centre team-building activities with your team? One solution is to do it in two stages, so half the team go and half stay and then they switch over. Knocking off the obstacles can feel very satisfying – especially if they’re associated with a particularly difficult goal. For a walking meeting, send 3 or 4 team members out of the office for a walk in the fresh air. The aim of the game is to show off how they helped improve your organisation’s customer experience in a particular month. To play the World Cup in your contact centre, you’ll need to randomly assign players (or just a single player) to each team. Sometimes, to really boost agent productivity, you’ve got to make things interesting, and get them engaging with each other on a regular basis. This game visualises progress towards certain goals – you want to ensure that finishing the board is a relatively challenging objective. When they successfully help a customer or make a sale, they can pass a tennis ball onto the next person. For example, from the set-up image above, let’s say team 1 (who are attacking team 2’s fort) make a massive sale, and then a smaller sale. 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. Looking for something a little more hands-off? Cell phone activities are a great way to encourage team building in call centers. What you’re doing here is visualising employee success. At the end of the day, it should all be in good fun, and agents should still be able to work well together. AUS 1300 360 553 | NZ +64 9 281 8322 | US +1 (415) 200 3752 | UK +44 115 824 5548. One activity we’ve used both for established teams, and as an assessment during recruitment, is survival scenarios. In order to unlock the full productivity boost offered by this game, you might like to design some basic graphics rather than using a plain spreadsheet. Of course, sometimes the best team-building activities are the traditional ones There are lots of fun activities you can do with your contact centre team. But from a team-building perspective, they’re also a great way to break the ice with new team members, and to help your team bond over their shared experience. Just make sure that the actual putt is relatively easy to hit once the barriers are clear, and let your team’s best golfer take the shot. Which items will they take? When someone hits a target/KPI, they’re allowed to remove one of the obstacles. 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. ALL RIGHTS RESERVED. Call Center Olympics. Meetings can be an efficient way to discuss issues and solve problems as a team – or, if done ineffectively, a colossal waste of everyone’s time. The game is played by the participants making a sales call on speaker phone while their colleagues and their manager listen-in. This activity, like Say My Name, drives home the point that customer service representatives need to remember who they’re talking to at all times. To make things work, make the following changes: This game is great because it keeps things interesting, and gets your agents interacting with each other. Building a strong cohesive call center team takes more than workshop activities and exercises. Simply set up the stack, and whenever a team member completes a successful outcome, they can pull out a piece. Jan 29, 2015 - Call centers are hubs of consumer-customer service contact. There’s room on the lifeboat for everyone, so they don’t need to make any uncomfortable decisions about who dies. They then pass it onto the next person who completes a certain outcome and so on. Suite 904, Level 9 A ropes course is a challenging outdoor personal development and team building activity which usually consists of high and/or low elements. hbspt.forms.create({ Want to pit two teams against each other? That’s why we recommend Goal Mapping as a great team-building tool. Upon hear-ing the tone, the owner retrieves his or her phone and then explains the reason for that tone. If you want teams working towards a common goal, this game is an excellent way to visualise progress. Pre-populate the field (give everyone a tennis ball to begin with). This game not only promotes teamwork, it can give your team a bit of a workout too! When you’re establishing new teams, it’s important to break the ice and have agents feel comfortable working with each other. Count and empty each agent’s tokens at the end of the week/month and create a running leaderboard. Here’s one way of doing it. Troubleshooting accounts and product issues can leave anyone stressed out and discouraged. It also promotes creative and collaborative thinking, because ideas often seem to flow more easily when you’re exercising your brain and body! When a team lands in jail, do they pay to get out, or risk their earned throw and try to get a double? AUSTRALIA. 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. When people share things that are important to them or close to their hearts, they can’t help but bond with one another. 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? 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. We’ll also outline exactly how each activity can help improve agent performance, allowing you to better assess whether each game is a good fit for your contact centre. If a team lands on another team’s property, just have them pay the minimum amount. Allow those near the end to “save up” their positive outcomes to use them when the balls come. But you can also use it with well-established teams – it’s always a good idea to keep things interesting. Overview: A conversation simulation is kind of an interactive game that … Since workers are limited to the call center, heading outdoors for some sunshine is not an option. It’s also a way of (hopefully!) Their planes moved based on the points they collected. Jenga is a fun way to motivate employees to perform. However, it has another benefit – this game keeps your team interacting throughout the day, not just on their lunch break. portalId: "2195310", Use your 36 MORE QUICK TEAM-BUILDING ACTIVITIES FOR BUSY MANAGERS. At the … And it works. Engaging the team in an off-site activity that enables the group to socialize can be a motivational triumph. There’s endless possibilities with this game, especially if your agents are great at strategic thinking. The other team members must then ask questions about each of the three facts, and try to figure out which one is the lie. 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. Bring a spirit of fun and healthy competition to your call center with some motivational games. You can use those interlocking foam tiles for example, or just draw squares with chalk if you’ve got an outdoor area. When people share things that are important to them or close to their hearts, they … Pass the Bear. Or, get an obligation free demo to find out what contactSPACE has to offer. Here’s one way of doing it. This is a fun competitive activity that's perfect for your customer service class or call center customer service training. After all, teams that compete together, stay together, right? 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! Consider having gold, silver and bronze rewards for larger teams. Although you might see an uptick in your wrap/preview time, maintaining communication can go a long way in improving team morale. People near the end might not have any to offload, and some people may end up with 3-5 tennis balls each. See how many questions they can answer before you finish the drawing! In this guide, we’ll outline 14 different games you can set up as a manager to motivate your team. Obviously there’s a slight issue here – if resolutions are quite difficult to achieve in your organisation, the tennis balls might not flow all that well. Subscribe to get new posts delivered weekly to your inbox. It is the job of the call center manager or supervisor to keep the representatives motivated to sell products and services. 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.