ways to have fun in a call center

window.twttr = (function (d, s, id) { one-by-one. Provide subjects related to customer service, such as the customer is always right, dealing with angry customers, when something goes wrong, the customer’s shoes, going the extra mile, good customer service, etc. Why play it: It helps to improve the agents’ understanding of what adds to a positive customer experience, and what they can do to boost customer experience. 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. Keeping call center staff motivated can be tough. To improve your customer service, you first must measure its effectiveness. day, a manager, or someone outside of the call center, looks at each team’s Why play it: This exercise helps agents identify key service phrases and reinforces when they are likely to hear those phrases. You also need to have lots of humor if you want to get through your day without losing your sanity. Put an End to Call Volumes as a Measurement of Success. This field is for validation purposes and should be left unchanged. Categories relate to the program that they Bring a spirit of fun and healthy competition to your call center with some motivational games. This, in turn, helps with the adoption of desirable behaviors in the call center. Divide your team into equal groups. Some jobs are inherently fun. This could also be set up as a fun They also get to mark off the number written on the ball on their bingo sheet. 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’. CustomerThink is the world's largest online community dedicated to customer-centric business strategy. 1) AirCall – cloud based call center. The Top 5 Practices of Customer Experience Winners. When a team lands in jail, do they pay to get out, or risk their earned throw and try to get a double? A recent Call Centre Helper article identifies the kinds of team contests and games in call centers that have been most successful in motivating agents to increase their level of performance. The sketches can and should be very rough — nothing polished at this stage. 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. Before the meeting, prepare several sheets of paper with a 2×2 or 2×3 grid. That named employee will then name another employee, ask for a request that must be denied, and so on. js = d.createElement(s); js.id = id; Learn more at How to Create Conversation Simulations with iSpring →. 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. games. js.src= "https://platform.twitter.com/widgets.js"; That day’s prize goes to the winner. This call center customer service training game is really about exposing your employees to a new way of thinking, and allowing them to get comfortable putting that thought process into action. 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. First close your eyes and sit up straight with your feet on the floor. The performers are encouraged to be creative, especially the customers. 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. 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. a cup, candy, a lottery ticket, extra break time, or even going home early with Optional: Something for the participants to make a noise with – rattles, whistles, and bells. Split your team up into smaller groups of three or four members and give them an egg, masking tape, and some straws. The winning team is the one with the most boxes. You can even make them anonymous to encourage a candid submission. Facebook poll. Tools needed: A pen and paper, various supplies (per-game basis). Tools needed: Some items for the team to collect. Ya’ll Got Any More O’ Dem. return window.twttr || (t = { _e: [], ready: function (f) { t._e.push(f) } }); The final reveal is a fun event, and a great opportunity for your team to compete. Check them out and have fun! Call center agents and employees have high rates of burnout, poor performance, turnover and many ask why. this one. board and chooses the coolest daily mascot. The contact center can be a place where you can do things that you cannot do … You may wish to restrict which search engines or methods they use to complete the challenge. Troubleshooting accounts and product issues can leave anyone stressed out and discouraged. As team What does this mean for customer experience (CX) and contact center leaders? Number of participants: Six or more people. You have to show that you’re listening as well. Do you want to improve your call agents’ efficiency and enhance their interactions with customers? Call center/customer service work is hard. have in your center by gently reminding them what is expected. Agents have a lot to say, but might be too shy to express their thoughts, or worried about how their comments will be perceived. As each rep is on with a caller, neighboring dot, with the goal being to create a box. var t, js, fjs = d.getElementsByTagName(s)[0]; Each target gets a different point value based upon the location and difficulty Why play it: To improve agents’ abilities to speak comfortably and naturally ‘off script’, and resolve uncomfortable situations without compromising customer service. Create two bingo style cards; you should be able to easily find free templates online. your center! All members of the team that crosses the Workplace games are a fun and creative way to keep your employees happy and performing well. Before the beginning of a shift, a supervisor Just make sure you set the game up in a place that’s easy to clean. Be sure to conduct a monthly team meeting to discuss which comments might be a good fit for implementing. Managing a happy call center isn’t just about giving feedback, it’s about listening to feedback as well. }(document, "script", "twitter-wjs")); Think about how productive unhappy employees are—not very, right? the dollar amounts in each category. Give each team the same supplies to work from, or create a pile of available supplies in the middle of the room. Join now to get "The Top 5 Practices of Customer Experience Winners," an e-book of CustomerThink's latest research. fill some of the cups with small prizes: lottery tickets, cash, or wrapped I am also the author of "Advice from a Call Center Geek" and host of the podcast of the same name. Each dialogue step can be based on a real business case from your practical experience. 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. A tournament goes on all week. Calls 1000 PPL. For example, sketching headlights onto the bus’s front would help the team see the way forward and reach their destination. 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. Prizes vary AirCall is a completely cloud based customer support system, enabling a company to set up their own call center in a matter of minutes. Supervisors create a racetrack around the call center and More importantly, a treasure hunt is also an effective team-building exercise for any contact centre team. How Computer Vision Helps to Influence Customer Behavior, Make Your Next Hire an AI-Driven Virtual Agent. labels carpet tiles with different board game spaces: lose a turn, go back 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. is a great game. are running, company-related issues, company history, supervisors, or other advising them of other recommended products or capturing contact details. 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. phones to play! How can you Scale your Customer Service with Custom Chatbots? Who doesn’t want a strong team with a sense of collective responsibility and pride? “horse” game piece. Each rep then creates their A call centre, on the other hand, is a demanding and restrictive environment, one which does not get endorphins flowing of its own accord. Goal: If your team is lagging and you want to really boost all your metrics, try Call Center Olympics. 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. Call centers have a notorious reputation as difficult places to work. take it back down, in a given time. We play it outside when we can so everyone When they have ticked off the entire list, they can exchange their sheet for a raffle ticket (and get a new sheet). Teams get a small whiteboard. At the end of the 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. Why play it: This exercise helps team members boost their performance and call volume. Top 10 most viewed posts published in last 30 days. Give Monopoly money to each participant at the start of the game and give them a throw of the dice for reaching certain KPI targets, for example, the number of calls closed per day, and give them a certain amount of fake money each time they pass Go. next eligible turn. Then, cover the cup with a tissue, using a rubber band to hold it in place. Get them to evaluate their own calls, and give prizes to the people who shout ‘bingo’ when they are first to fill their card. 5 Minutes Until Shift Ends. Pin 20-25 Solo cups to a corkboard, and then [01/28/2021] Bottom line? The objective of the game is to untangle everyone without breaking the circle. Give the team with the most helpful additions the prize. 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. This set of call center motivational games can help you re-energize your agents. Why play it: This game helps to develop speech skills; it will help your agents to speak coherently on any subject and in any situation. Overview: A conversation simulation is kind of an interactive game that people can play on their computers and mobile devices. 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. Please tell us in the article comments; we would love to know! members are eligible, they go to the board and add one feature to the mascot: Having an easy way for call center agents to voice their concerns is easily achieved through a suggestion box. Why play it: It’s a quick, simple team-building exercise that helps agents focus and work together. They learn if they are too high or too low and get to guess again during their Instructions: This role play game uses index cards to simulate different types of problematic customers and situations. This is great for reinforcing the culture you want to This game really lets the creative and artistic It’s also fun for the group to recognize typical arguments and dilemmas they encounter in everyday life. people shine and brings about some interesting creations. Dec 3, 2019 - Interior Design Ideas for a call center office space with an open plan concept. As you’re building your call center culture, be sure to incorporate fun into it. 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 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.) Tell each employee that they will take turns calling out another employee’s name and requesting one of the things they have in mind. Instruct each employee to think of two or three requests that they’d like. Each KPI is considered a sport. Fill in one card with customer service phrases for your people to spot during role plays, or when listening to calls. We cannot do this if we have associates that are lethargic, have bad attitudes and do not … Each day, the team member who performs best on the metric you specify, for example, ‘average speed of answer’ gets a clue. It spurs creativity, particularly if clues or puzzles are involved. A treasure hunt is a fun end-of-year activity, and a great way to get your team outside in the fresh air. See more ideas about design, office design, interior. Tell everyone to put their right hand in the air and grab the hand of someone standing across the circle from them. Whoever got the Joker is that day’s prize winner! You could associate it with a small rewards store, like 10 points could buy a 10-minute break. Tweet Print out a few pictures to keep the game going throughout the day. 1. Find a coping mechanism Our most popular podcast tells how we do this: Check out Motivational Games to Play in Your Center 2.0 as well. They must do it and then Number of participants: Five or more people, Tools needed: A pen and paper, bingo cards. time or going home early with pay. It can also help with team building, because players are forced to get tactical with their throws. They, too, have a goal – to calm down the customer and minimize the damage as much as possible. Create boxes big enough for players to sketch their ideas in, but small enough to constrain them to one idea per box. Don’t deduct points if the tower falls over; this can make it really frustrating for the person who seems to always end up pulling out the last block. The goal for each group is to build a structure that protects the egg from a drop of some designated height. For version 3.0, we have some of our reps’ A call center, on the other hand, is one demanding profession. Instructions: This improvisation game is tailored towards customer service. Instructions: This story weaving exercise builds on the “Don’t deny” principle. The first person to identify it wins it! Start with an example between yourself and another group leader, and then get the group started. If you get calls from all over the country, this 14. Potlucks are fun and very inexpensive to pull off in a call center. Why play it: This brain teaser is funny and really works on teambuilding, problem solving and communication. supervisor will put 200 or so dots on the whiteboard. Introduce the game and remind the players of the objective of the meeting. Now tell everyone to put their left hand in the air and grab the hand of a different person. A bad conversation habit is to be overly focused on what you want to say. have to make their sales or otherwise hit their KPIs first. On a separate set of cards, write down an equal number of problematic customer types (angers quickly, interrupts often, etc.). place. The remaining agents are the judges. Each group of teammates needs to have a GPS device that will help in searches. One person starts with one sentence of a story. Games to motivate call center agents: Who says your workplace has to be all work and no play? Number of participants: Two or more people. Due to the COVID-19 crisis, the ROI issue is now front and center with CX leaders. 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. Jan 29, 2015 - Call centers are hubs of consumer-customer service contact. They practice this in a safe environment, so that in a real situation they can act confidently and make no mistakes. For instance, food and wine critics wouldn’t really need a weekend getaway to instill an element of fun into their work. 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. We draw names and pair people into a team of minutes away from their phone. This exercise will prove to be extremely challenging and will rely heavily on teamwork and communication. member to get a horizontal, vertical, or diagonal Bingo wins! This exercise helps team members to visualize team performance without putting people directly against each other. 5,378 views. and break the reps into three teams. If there’s a tie, you can increase the height of the drop until there’s a winner. This continues until the minute is up. The challenge is completely up to you. eligible, they come up and draw a single straight line from one dot to a Previous. Founder and CEO of award-winning Expivia Interaction Marketing Group. Instructions: The idea is to gather your team in a room at a designated location and lock them inside. own game piece. Make the party days “Hawaiian Dress-Up Day,” for an added fun call center idea. and gets a stack of Solo cups to create a pyramid. Each call is different, but the work can seem repetitive, and high call volumes for extended periods can really sap morale. Create a table with state names in the cells. The first team Clear communication is crucial for success in any job, especially for interaction-driven positions like call center agents. You have entered an incorrect email address! When someone does it, they get a small prize–and a couple of fjs.parentNode.insertBefore(js, fjs); 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. The activity can then be repeated to hone the best ideas. This game is Terms of Use | Privacy Policy, histle to signal the end of one minute, a w, How to Create Conversation Simulations with iSpring →. One way we can help them is by making the contact center THE fun place to work. Print out an image of a celebrity, pin it to a wall or noticeboard in full view of your team, and cover it up with a grid of post-it notes. But communication doesn't end at speaking. Whether they remain in the office or leave the building is up to you. 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. A healthy workplace will welcome feedback and suggestions in a structured and professional way. Set up the stack, and whenever a team member completes a successful outcome, for example, closing 10 calls, they can pull out a piece. When the bubble hits the floor, they put their team’s marker down. 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 service reps in Group B are tasked with resolving the situation. If so, what results or improvements have you achieved? 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. © 2001-2021 iSpring Solutions, Inc. All rights reserved. When a rep earns their turn, they guess the Plan a breakfast party every month or try theme days, like Eat-Out-Wednesdays, where the call centre agents can take their teams out for a barbeque or brunch. cup to literally punch out and keep whatever they find. As team members are at end of the day on Friday, when the final match is played. Categories: Blog • Contact Center • Employee Engagement Join us, and you'll immediately receive the e-book The Top 5 Practices of Customer Experience Winners. As an alternative to GPS coordinates, you can also use QR codes placed around the office or neighborhood. The goal is to hoard the Monopoly money rather than spend it on houses/hotels. 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. Today call centers have to do more than just training sessions to keep employees enthusiastic about their jobs. favorite games for you. they have to see where the caller is from and mark it on their first team to hit a certain number of points wins a prize such as extra break if (d.getElementById(id)) return; Create Traditions: Create a USP for your work-culture and get creative with ideas. 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. Write down several different problematic customer service scenarios (one per index card). Instructions: The GPS Adventure game relies on following clues to find a hidden item with the help of GPS coordinates. Everyone can train individually whenever and wherever they want. Try it the next time your call center software crashes mid-call or your caller is particularly mean. Customer Experience at Netflix: 6 lessons we can all learn from! Why play it: The egg drop game is not only excellent for creative problem solving and improved cooperation, it’s also fun. It’s up to you what you do with the points system. This set of call center problem solving games can help your agents to improve their problem solving confidence, teamwork, and issue resolution skills.
ways to have fun in a call center 2021