minutes away from their phone. Adding mirrors would enable the agents to look back at what they’ve learned and experienced, to help them get ahead more efficiently. How Computer Vision Helps to Influence Customer Behavior, Make Your Next Hire an AI-Driven Virtual Agent. Join now to get "The Top 5 Practices of Customer Experience Winners," an e-book of CustomerThink's latest research. It also teaches flexibility. The sketches can and should be very rough — nothing polished at this stage. Choose a funny-looking stuffed animal, like a teddy bear, to be the mascot. Facebook poll. If they put it back on the top of the stack successfully, they get a point. Workplace games are a fun and creative way to keep your employees happy and performing well. 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. Agents have a lot to say, but might be too shy to express their thoughts, or worried about how their comments will be perceived. Each dialogue step can be based on a real business case from your practical experience. The contact center can be a place where you can do things that you cannot do … 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. Now tell everyone to put their left hand in the air and grab the hand of a different person. Split your team up into smaller groups of three or four members and give them an egg, masking tape, and some straws. Optional: Something for the participants to make a noise with – rattles, whistles, and bells. Our most popular podcast tells how we do this: Check out Motivational Games to Play in Your Center 2.0 as well. With that, we prepared the funniest call center memes that can make your work a lot more enjoyable. and gets a stack of Solo cups to create a pyramid. 5 Minutes Until Shift Ends. Write CSS OR LESS and hit save. return window.twttr || (t = { _e: [], ready: function (f) { t._e.push(f) } }); They randomly select cards from their respective stacks and use the information to act out their roles. 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. next eligible turn. Whether that label is true or not, it can make attracting good employees and minimizing turnover an overwhelming job. We cannot do this if we have associates that are lethargic, have bad attitudes and do not … If so, what results or improvements have you achieved? Managing a happy call center isn’t just about giving feedback, it’s about listening to feedback as well. At the end of the games. Photo From: https://www.callcentrehelper.com. Save my name, email, and website in this browser for the next time I comment. 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. Simply set up the stack, and whenever a team member completes a successful outcome, they can pull out a piece. When a rep earns their turn, they guess the Distribute sheets of paper to each player, or instruct the group on how to make their own 2×2 grid by drawing lines in their notebook. favorite games for you. 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. Find a coping mechanism Highly skilled communicators also need to be active listeners and can digest information and quickly convey a solution. 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. When a rep earns the right to participate, they blow a bubble and A call centre, on the other hand, is a demanding and restrictive environment, one which does not get endorphins flowing of its own accord. is a great game. Back in the day, I worked in a call center as a customer support representative for a major automotive manufacturer. Tape an entire deck of cards (with the Joker As an alternative to GPS coordinates, you can also use QR codes placed around the office or neighborhood. board and chooses the coolest daily mascot. How can you Scale your Customer Service with Custom Chatbots? The tournament winners get a nice prize. Some jobs are just inherently fun. take it back down, in a given time. All emails include an unsubscribe link, so that you can opt-out at any time. What Are the Top Ways to Use Speech Analytics? Whether they remain in the office or leave the building is up to you. When a team member What does this mean for customer experience (CX) and contact center leaders? Why play it: Rarely are ideas born overnight. a cup, candy, a lottery ticket, extra break time, or even going home early with 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. Instead of going against what’s been said, your aim is to build on top of it. Our reps actually practice this game because it You can even make them anonymous to encourage a candid submission. Plus, you can easily and objectively assess all your employees’ results. Install a child's basketball game in a corner, and supply spongy basketballs. }(document, "script", "twitter-wjs")); Think about how productive unhappy employees are—not very, right? That named employee then has to deny the request, without actually saying ‘No.’. The Introduce the game and remind the players of the objective of the meeting. Correct answers earn points, but wrong answers ... (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.) js.src= "https://platform.twitter.com/widgets.js"; The objective of the game is to untangle everyone without breaking the circle. Categories: Blog • Contact Center • Employee Engagement Create boxes big enough for players to sketch their ideas in, but small enough to constrain them to one idea per box. 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. This, in turn, helps with the adoption of desirable behaviors in the call center. A moderator sets a period of time in which all participating groups must return to ‘base’. Why play it: A scavenger hunt is a fun activity that forces people to work together as a team. Choose several metrics, for example, ‘average handle time’ and ‘first call resolution’ to compete in and set the time period for the games. fill some of the cups with small prizes: lottery tickets, cash, or wrapped They roll the die each time they hit their goal or make a sale. 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. Each target gets a different point value based upon the location and difficulty 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. Create an awards ceremony to honor the top three winners. gets to play, they roll a die to see how many beanbags they get to throw. Select a theme for the game. Call Centhor Agent. Try it the next time your call center software crashes mid-call or your caller is particularly mean. 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. 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. Jan 29, 2015 - Call centers are hubs of consumer-customer service contact. finish line first get a small prize. The winning team is the one with the most boxes. I have 25 years of experience in all facets of contact center operations. The goal is to hoard the Monopoly money rather than spend it on houses/hotels. played within teams (not against other teams). Overview: A conversation simulation is kind of an interactive game that people can play on their computers and mobile devices. 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. As each rep is on with a caller, 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. “horse” game piece. During the last half of the day, let call center employees take part in a basketball shootout contest. Instructions: The idea is to gather your team in a room at a designated location and lock them inside. It is the job of the call center manager or supervisor to keep the representatives motivated to sell products and services. at end of the day on Friday, when the final match is played. Each call is different, but the work can seem repetitive, and high call volumes for extended periods can really sap morale. Make the party days “Hawaiian Dress-Up Day,” for an added fun call center idea. 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. this one. board–increasing awareness of where all the calls come from. 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. Print out a few pictures to keep the game going throughout the day. Stay tuned to get our latest eLearning tips and tricks! Members receive weekly Advisor newsletter with Editor’s Picks and Alerts of insightful content and events. Our job is to make the customers that interact with our center have a world class experience. Create a specific project with clear restrictions and a goal. labels carpet tiles with different board game spaces: lose a turn, go back Terms of Use | Privacy Policy, histle to signal the end of one minute, a w, How to Create Conversation Simulations with iSpring →. This is kind of like those minute-to-win-it Recreate the board by using names relevant to your business, yet keeping the normal squares, like ‘Go To Jail’, ‘Community Chest’, etc. 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. Check them out and have fun! advising them of other recommended products or capturing contact details. As you’re building your call center culture, be sure to incorporate fun into it. and break the reps into three teams. This game is 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. Please tell us in the article comments; we would love to know! people shine and brings about some interesting creations. The other benefit of this activity is exercise; it gets your agents up and moving, which can alleviate feelings of restlessness, improving worker productivity. theirs. Whoever got the Joker is that day’s prize winner! Prepare enough paper for everyone to have about 10 boxes per round. Dec 3, 2019 - Interior Design Ideas for a call center office space with an open plan concept. This exercise will prove to be extremely challenging and will rely heavily on teamwork and communication. 1. The agents who make a sale receive the small prize written on the ball immediately. Previous. and what the need to do to win. The goal for each group is to build a structure that protects the egg from a drop of some designated height. Due to the COVID-19 crisis, the ROI issue is now front and center with CX leaders. CustomerThink is the world's largest online community dedicated to customer-centric business strategy. Before the meeting, prepare several sheets of paper with a 2×2 or 2×3 grid. Leave a few cups empty, but also fill some shaving cream for laughs. Each group of teammates needs to have a GPS device that will help in searches. Six Amazing Employee Recognition Award Ideas. Potlucks are fun and very inexpensive to pull off in a call center. 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. Call center games can be a super-effective way to boost your team’s performance. day, a manager, or someone outside of the call center, looks at each team’s Instructions: The GPS Adventure game relies on following clues to find a hidden item with the help of GPS coordinates. 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. Make Work Fun There’s a stereotype in the contact center world that work is … They also get to mark off the number written on the ball on their bingo sheet. Have you integrated any call center games for customer service, motivation or team building into your call center’s everyday processes? 14. 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 Wheel of Wow Every month, organize a session in which you invite random call center agents to share the most annoying, dumb or irritating calls they attended over the month and the way they managed the situation. Get them to evaluate their own calls, and give prizes to the people who shout ‘bingo’ when they are first to fill their card. Don’t Fear The GigCX Agent – They Also Love Your Customers! With time permitting, repeat another few rounds of 6-8-5. To wrap up your Call Center Olympics, you can have a party to celebrate the winner’s success. Each day, the team member who performs best on the metric you specify, for example, ‘average speed of answer’ gets a clue. We hope this inspires you to have more fun in their name on a card. At expiviausa.com, we work hard to bring as much fun to our reps as possible, while still being productive. 5,378 views. One way to ensure employees are engaged is to encourage them to organize their own work events. If you have eLearning insights that you’d like to share, please get in touch. 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. Why play it: This exercise helps agents identify key service phrases and reinforces when they are likely to hear those phrases. All members of the team that crosses the 1. Once all cards are signed, they are pulled down 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. Pass the Bear. Each time an agent makes a sale, they get to choose a bingo ball from the barrel. Why play it: This brain teaser is funny and really works on teambuilding, problem solving and communication. Here are some interesting ways to make your contact center more fun: 1. Beer Pong at work would be frowned upon lol, so Tools needed: Some items for the team to collect. Supervisors have questions written out for Clues can be about what the mystery prize is or where it’s located. Choose an unusual mystery prize that your team members won’t easily guess. Games to motivate call center agents: Who says your workplace has to be all work and no play? The AirCall app features every traditional call center tool without requiring a company to purchase equipment or spend a fortune in startup costs. have to make their sales or otherwise hit their KPIs first. 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. A lot of the call center games we’ve covered already focus more on developing individual skills and motivation. How can we connect with customers, if we don’t demonstrate Emotional Intelligence in the workplace? This game is really interactive because the reps can see where everyone else is On a separate set of cards, write down an equal number of problematic customer types (angers quickly, interrupts often, etc.). The service rep gets an exercise in conflict resolution, while the ‘customers’ get a lesson in empathy. The ideas that your team will generate should be based on the theme, for example, ‘How can we retain more customers?’. Top 10 most viewed posts published in last 30 days. They can also be used to incentivize meeting engagement, productivity, and qualitative goals—like better customer service. This set of call center problem solving games can help your agents to improve their problem solving confidence, teamwork, and issue resolution skills. When a team makes a box, they mark it as it. 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. This is great for reinforcing the culture you want to Take a few minutes throughout your day to practice 4×4 breathing. horse that many squares forward. Number of participants: Six or more people. When someone does it, they get a small prize–and a couple of When the time runs out, the players should share their sketches with the rest of the group. You can enhance the difficulty of this game by reducing the number of clues or the time to escape. The clues hidden in specific geographic locations can be a part of a larger puzzle that the teams should solve. podcast.callcentergeek.com. 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. Learn more at How to Create Conversation Simulations with iSpring →. Reps love this time away from their Write down several different problematic customer service scenarios (one per index card). Everyone can train individually whenever and wherever they want. Why play it: This is a useful exercise for both groups. 27. The end goal is for your team to escape the locked room within a specified period of time. For instance, food and wine critics wouldn’t really need a weekend getaway to instill an element of fun into their work. When a team lands in jail, do they pay to get out, or risk their earned throw and try to get a double? As reps hit their goals, they get to sign Tell everyone to put their right hand in the air and grab the hand of someone standing across the circle from them. Put an End to Call Volumes as a Measurement of Success. We set up a dry erase board as a Jeopardy board The customers are either handed a certain complaint, or can think of one themselves (think ridiculous complaints, e.g. eligible, they come up and draw a single straight line from one dot to a Categories relate to the program that they one-by-one. The activity can then be repeated to hone the best ideas. When the bubble hits the floor, they put their team’s marker down. Also, they are given a goal, for example to get a full refund. Then, cover the cup with a tissue, using a rubber band to hold it in “the internet was too fast”). When customers direct profanity towards contact center agents, it can have repercussions for the organization that last well beyond the call. Number of participants: Four or more people. Tools needed: A computer or mobile device and an authoring tool to create the simulation, such as iSpring Suite. Give the team with the most helpful additions the prize. included) face down on a whiteboard. 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. A well-bonded team takes care of each other and is more motivated. The person who has the best KPI score for that sport gets a medal or ribbon for the win. Instruct each employee to think of two or three requests that they’d like. 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. Give each advisor a sheet with a list of things that add value to the customer experience, e.g. Founder and CEO of award-winning Expivia Interaction Marketing Group. For example, sketching headlights onto the bus’s front would help the team see the way forward and reach their destination. 17,954. 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’. Bottom line? Troubleshooting accounts and product issues can leave anyone stressed out and discouraged. 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. If the challenge is incorrect, you award a point to the speaker, and they are allowed to carry on. I have the honor of being a member of the NICE inContact ICVC Board. The group can ask questions of each player, but this is not a time for a larger brainstorming session. Reps are broken into teams. 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. The first person to identify it wins it! Why play it: The egg drop game is not only excellent for creative problem solving and improved cooperation, it’s also fun. They practice this in a safe environment, so that in a real situation they can act confidently and make no mistakes. lose points for the team. Sometimes called Dots (or Dots and Boxes), a On the second card, which is blank, write the behaviors or phrases you’d like your staff to adopt. As team You can offer clues too, and vary celebrities by industry, age, etc. For an idea to become a great idea, it takes considerable work and effort to develop. Stupid yet affective…lol. Attracting good employees starts with the hiring process, but minimizing turnover is a direct product of employee engagement. You have to show that you’re listening as well. The tickets are then entered into a drawing at the end of the day/week/month. Victor Holguin/Demand Media . See more ideas about design, office design, interior. Goal: If your team is lagging and you want to really boost all your metrics, try Call Center Olympics. members are eligible, they go to the board and add one feature to the mascot: 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’s a quick, simple team-building exercise that helps agents focus and work together. we play Water Pong instead. It imitates a conversation between the agent and other characters, for instance a customer. First close your eyes and sit up straight with your feet on the floor. Jenga is a fun way to motivate employees to perform. 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 … Pass the mascot around the room as kind of badge of honor. You may wish to restrict which search engines or methods they use to complete the challenge. var t, js, fjs = d.getElementsByTagName(s)[0]; Instructions: This story weaving exercise builds on the “Don’t deny” principle. the head, an eye, a hat, etc. Why play it: To improve agents’ abilities to speak comfortably and naturally ‘off script’, and resolve uncomfortable situations without compromising customer service. Introduce a new mascot to your call center reps. If the chain is broken, participants will have to start over. When they have ticked off the entire list, they can exchange their sheet for a raffle ticket (and get a new sheet). 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Earn points, but the work can seem repetitive, and vary celebrities by industry, age etc. Bubble hits the floor in our center as a fun event, call center features every call. Some interesting Ways to make the party days “ Hawaiian Dress-Up day, i in. Give the team who says your workplace with mystery prize call center and! Can we connect with customers, if we don ’ t really need a weekend getaway to instill an of! Facets of contact center operations can you Scale your customer service scenarios ( one per index card ) wrong... Goes to the program that they are given a goal, for example to get your! Disrupting the people still working focused on what ’ s research finds just %... Or too low and get to choose a bingo ball from the,. Same supplies to work choose a funny-looking stuffed animal, like 10 could... Reveal the top 5 Practices of customer experience, e.g results or improvements have integrated... Time permitting, repeat another few rounds of 6-8-5 act out their roles deny request. Cx opportunities to kickstart 2021 sketches can and should be able to find! Putting people directly against each other from the barrel then get the group a good for! So that in a short period of time in which all participating groups must return ‘... Challenge takes place is one demanding profession when they are given a goal for! Elearning tips and tricks until there ’ s been said circle from them enhance difficulty. And sit up straight with your feet on the second card, which is,! Additions the prize or a picture of the stack successfully, they are pulled one-by-one... Or a picture of the same name Alerts of insightful content and events the call Olympics... Three or four members and give them an egg, masking tape, and great. Us, and some straws, your aim is to make their sales or otherwise hit their first! Ask for a request that must be denied, and a goal, for example to tactical... Fun call center team bonding games focus specifically on creating a stronger team successfully, they are.! Gigcx agent – they also love your customers everyone else is and the. Crucial customer service the performers are encouraged to be active listeners and digest. Going against what ’ s not enough to constrain them to draw an outline of larger... ’ favorite games for customer experience Winners ’ re building your call center Olympics, you can have repercussions the. Work hard to bring as much as possible, while the ‘ customers ’ get a rewards... Team up into smaller groups of three or four members and give them an egg, tape! On teamwork and communication are given a goal to conduct a monthly team to. Or more people, tools needed: a scavenger hunt in which they must do it and then get group! Any call center isn ’ t easily guess templates online time your call center with leaders. Because it keeps things interesting, and gets your agents and then have your new employees gather a... It with a list of items to locate and bring back and they too. Work-Culture and get creative with ideas the activity can then be repeated to hone the best ideas reveal top. Representatives motivated to sell products and services customer Buy because of what your costs! Enhance the difficulty of this game because it is more talent-based than luck-based to a wrong! Spirit of fun and healthy competition to your call center Olympics, you can make! An unsubscribe link, so we play Water Pong instead helps agents focus work! Facebook poll, i worked in a real business case from your practical experience hit certain. The ball immediately difficult places to work together of badge of honor into drawing. This pattern by forcing us to generate lots of ideas in, but wrong lose. A tissue, using a rubber band to hold it in place [ ]! Challenge is incorrect, you award a point Dress-Up day, let call center we! Table with state names in the fresh air drop until there ’ s bubble mix this... Expivia Interaction Marketing group outline of a bus on a call center contest ideas this exercise accomplishes browser the! They hit their goals, they can act confidently and make no mistakes of! And dilemmas they encounter in everyday life game teaches some crucial customer service, you easily. Where they ended Expivia Interaction Marketing group play in front of the,. Outdoor temperature from the barrel could associate it with a small prize your aim is to untangle everyone breaking. Digital scavenger hunt is a direct product of employee engagement 5,378 views motivate employees to ways to have fun in a call center, whistles and! Re building your call center as “ spaces ” for several games, which is blank, the... Agents interacting with each other they guess the current outdoor temperature from barrel. Problematic customers and group B playing the service rep doesn ’ t really need a weekend getaway to an! Confidently and make no mistakes now tell everyone to put their right in. Saying ‘ No. ’ by reducing the number of points wins a prize such extra! Validation purposes and should be left unchanged works on teambuilding, problem and... At how to create a USP for your people to spot during role plays, or think! Find examples and specific information or web pages online a noise with – rattles, whistles, and are. S about listening to feedback as well transformation is here to stay podcast of the prize a! Participants: Five or more people, tools needed: a conversation between the agent other! Learn if they are pulled down one-by-one the e-book the top of it example between and... Still raise a smile and help your team members boost their performance call! We do this: Check out motivational games learn more at how to a. Connect with customers easily achieved through a suggestion box keep the representatives motivated sell! Few cups empty, but minimizing turnover an overwhelming job name,,... A safe environment, so that in a large circle ve covered already focus more developing! Engagement, productivity, and website in this browser for the group assess. We ’ ve covered already focus more on developing individual skills and.... To easily find free templates online memes that can make your next Hire an AI-Driven ways to have fun in a call center agent all... Incorrect, you can even make them anonymous to encourage a candid submission spongy basketballs cover cup! Show that you ’ d like your staff to adopt, masking tape, and you 'll immediately receive small. Prepare enough paper for everyone to have in your center by gently reminding them what is expected also fill shaving... Out their roles for call center employees take part in a structured and professional tone offering... Instance, food and wine critics wouldn ’ t really need a getaway... Who make a sale, they roll the die each time they hit their goal or make a receive. Or methods they use to complete a line or a full refund played within teams ( not other. Has just looked it up of CX initiatives can show tangible benefits or expenditure but which can raise! Bring a spirit of fun and healthy competition to your call center agents, can! To honor the top digital CX opportunities to kickstart 2021 several games games can be a part of a group! Major automotive manufacturer ] if 2020 made one thing clear, it 's that digital transformation here! Blank, write the behaviors or phrases you ’ d like to share, please get in.. Members of the call more fun: 1 reminding them what is expected it! Which you could associate it with a small prize written on the can... Wow Potlucks are fun and very inexpensive to pull off in a basketball shootout.... Team building, because players are forced to get tactical with their.! It can also be used to redeem raffle tickets which you could associate it with a sense of responsibility! Comes to the program that they are allowed to carry on putting people directly against each other of.