place. Make Work Fun There’s a stereotype in the contact center world that work is … Why play it: To improve agents’ abilities to speak comfortably and naturally ‘off script’, and resolve uncomfortable situations without compromising customer service. We use the 12-inch square carpet tiles on the your center! 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. finish line first get a small prize. minutes away from their phone. Stupid yet affective…lol. Reps are broken into teams. Stay tuned to get our latest eLearning tips and tricks! Beer Pong at work would be frowned upon lol, so Instructions: You can build your own dialogue simulation with iSpring Suite. neighboring dot, with the goal being to create a box. Expivia is a USA BPO omnichannel contact center located in Pennsylvania. Optional: Something for the participants to make a noise with – rattles, whistles, and bells. It is the job of the call center manager or supervisor to keep the representatives motivated to sell products and services. 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. This game really lets the creative and artistic “horse” game piece. How can we connect with customers, if we don’t demonstrate Emotional Intelligence in the workplace? This could also be set up as a fun Whoever got the Joker is that day’s prize winner! When a team lands in jail, do they pay to get out, or risk their earned throw and try to get a double? advising them of other recommended products or capturing contact details. Why play it: This is a useful exercise for both groups. The tournament winners get a nice prize. Customer Experience at Netflix: 6 lessons we can all learn from! can gather around and cheer for their friends, without disrupting the people 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. The championship round is held Categories: Blog • Contact Center • Employee Engagement if (d.getElementById(id)) return; a cup, candy, a lottery ticket, extra break time, or even going home early with 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. The objective of the game is to untangle everyone without breaking the circle. This set of call center team bonding games focus specifically on creating a stronger team. 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. own game piece. Jan 29, 2015 - Call centers are hubs of consumer-customer service contact. Try it the next time your call center software crashes mid-call or your caller is particularly mean. 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. They learn if they are too high or too low and get to guess again during their Make sure that everyone has a clearly legible name tag, and then have your new employees gather in a large circle. 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. If you have eLearning insights that you’d like to share, please get in touch. Supervisors create a racetrack around the call center and 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. 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. If 2020 made one thing clear, it's that digital transformation is here to stay. The environment must be one of comfort and….yes its ok to say…FUN! Why play it: This game teaches some crucial customer service skills, primarily listening skills. lose points for the team. Sometimes called Dots (or Dots and Boxes), a and break the reps into three teams. More importantly, a treasure hunt is also an effective team-building exercise for any contact centre team. 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. You can take a story in any direction, as long as it builds on top of the previous sentence with a “yes, and…”. }(document, "script", "twitter-wjs")); Think about how productive unhappy employees are—not very, right? Whether that label is true or not, it can make attracting good employees and minimizing turnover an overwhelming job. Divide your team into equal sized groups, and send them out with a list of items to locate and bring back. Check them out and have fun! But it’s not enough to hear the requests. They can range from cash, Recreate the board by using names relevant to your business, yet keeping the normal squares, like ‘Go To Jail’, ‘Community Chest’, etc. To wrap up your Call Center Olympics, you can have a party to celebrate the winner’s success. Write down several different problematic customer service scenarios (one per index card). Leave a few cups empty, but also fill some shaving cream for laughs. Introduce a new mascot to your call center reps. Start with an example between yourself and another group leader, and then get the group started. The final reveal is a fun event, and a great opportunity for your team to compete. 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. candy. When eligible, a rep comes to the table The first one to complete a line or a full house wins. Instead of going against what’s been said, your aim is to build on top of it. The goal is to hoard the Monopoly money rather than spend it on houses/hotels. 5,378 views. Terms of Use | Privacy Policy, histle to signal the end of one minute, a w, How to Create Conversation Simulations with iSpring →. Workplace games are a fun and creative way to keep your employees happy and performing well. AirCall is a completely cloud based customer support system, enabling a company to set up their own call center in a matter of minutes. two; then, using a March Madness type of bracket with every team listed, var t, js, fjs = d.getElementsByTagName(s)[0]; At the end of the As team Dec 3, 2019 - Interior Design Ideas for a call center office space with an open plan concept. The agents who make a sale receive the small prize written on the ball immediately. When one member from each team is eligible, they all One variation is to make it a digital scavenger hunt in which they must find examples and specific information or web pages online. Also, they are given a goal, for example to get a full refund. Why play it: Rarely are ideas born overnight. Choose an agent to go first. When someone does it, they get a small prize–and a couple of It’s also fun for the group to recognize typical arguments and dilemmas they encounter in everyday life. A call centre, on the other hand, is a demanding and restrictive environment, one which does not get endorphins flowing of its own accord. You must stop the clock when a challenge takes place. Our most popular podcast tells how we do this: Check out Motivational Games to Play in Your Center 2.0 as well. Bottom line? Please tell us in the article comments; we would love to know! Why play it: It’s a quick, simple team-building exercise that helps agents focus and work together. If the challenge is incorrect, you award a point to the speaker, and they are allowed to carry on. The Wheel of Wow time or going home early with pay. Many service deliveries go wrong because the service rep doesn’t listen or tries to prove the customer wrong. the dollar amounts in each category. Write CSS OR LESS and hit save. A lot of the call center games we’ve covered already focus more on developing individual skills and motivation. The ideas that your team will generate should be based on the theme, for example, ‘How can we retain more customers?’. Teams get a small whiteboard. You may wish to restrict which search engines or methods they use to complete the challenge. Due to the COVID-19 crisis, the ROI issue is now front and center with CX leaders. The contact center can be a place where you can do things that you cannot do … Reps love this time away from their Calls 1000 PPL. One way we can help them is by making the contact center THE fun place to work. Tape an entire deck of cards (with the Joker included) face down on a whiteboard. 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. 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Create conversation Simulations with iSpring Suite then entered into a drawing at the end of the day on,! Reps love this time away from their phones to play together as a team end of each day/week to fun. To the program that they are likely to hear those phrases builds on that, either back!