Allow those near the end to “save up” their positive outcomes to use them when the balls come. Or, get an obligation free demo to find out what contactSPACE has to offer. inducing a few laughs, especially if you throw in some perplexing questions! Got a spare putter that doesn’t get much use? Upon hear-ing the tone, the owner retrieves his or her phone and then explains the reason for that tone. Grab a beach ball, and throw it to the first person who makes a sale/booking or resolves a customer issue on that specific day. 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. … 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. This game visualises progress towards certain goals – you want to ensure that finishing the board is a relatively challenging objective. Best of all, these activities often bring extra benefits in addition to team-building. Consider having gold, silver and bronze rewards for larger teams. From lawn bowls and tenpin bowling, through to golf, tennis, sports events, karaoke, the movies, dinner, and everything in between, shared fun experiences are great for building team spirit. Feel free to completely change any of these games before using them – they’re only guidelines, after all! Save my name, email, and website in this browser for the next time I comment. This activity is the perfect ice-breaker. AUSTRALIA. ask the questions – any team member can answer regarding any of their team mates, excluding themselves. Your agents have to deal with soft-spoken callers, poor-quality POTS connections, and strong accents on a daily basis. 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. These office icebreakers can also be used to introduce new employees to the call center. You might want to make the “Go” prize a bit bigger to incentivise progression. 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. A treasure hunt is a fun end-of-year activity, and a great way to get your team outside in the fresh air. We’ll be in touch to schedule a no-obligation contactSPACE demo. Minimising the number of “sorry, I misheard that” and “excuse me”s goes a long way in improving the perceived professionalism of your contact centre. This could be the person who usually gives team announcements, an owner of the company, a member of the leadership team, etc. Cell phone activities are a great way to encourage team building in call centers. There can be two definitions of a team in the call centre. 1 Chandos Street After this, set up the course again – add more blockages if the putt was made too quickly. Forts. AUS 1300 360 553 | NZ +64 9 281 8322 | US +1 (415) 200 3752 | UK +44 115 824 5548. After all, teams that compete together, stay together, right? To incentivise team performance, add a number of blockages between the target and where you’ll be starting the course. portalId: "2195310", It can also help with team-building, because players are forced to get tactical with their throws. Whoever had the ball at that time gets a raffle ticket, or a prize. This game can take place if the team are having a slow day and need a boost in morale. This is another game you can use for ice-breaking. However, it has another benefit – this game keeps your team interacting throughout the day, not just on their lunch break. Simply set up the stack, and whenever a team member completes a successful outcome, they can pull out a piece. One activity we’ve used both for established teams, and as an assessment during recruitment, is survival scenarios. Survival scenarios are a great way to observe how your team members interact with one another and what roles they take. Call centre games can be a very cheap but super-effective way of supercharging team performance and improving efficiency in your contact centre. And it works. Whether in person or online, have each participant state their name. It’s also a way of (hopefully!) target: "#hbspt-form-1608119848000-9914543369", As we mentioned, this is a simple way to visualise team performance without pitting people directly against each other. 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. cell phones in the center of a circle. it was to what they originally said. Call center customer service training activity pass the blocks Also consider your WH&S obligations! Dedicate 10-15 minutes at the end of each day/week to have each group make their moves. However, you can use a bracket format (like the one below) to make things easier. You might like to have a prize for whoever comes out on top after every 3-6 months. It also promotes creative and collaborative thinking, because ideas often seem to flow more easily when you’re exercising your brain and body! To make things a little more interesting, set a timer to go off any time within the next 8 hours (or however long your workday is). Looking for something a little more hands-off? 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. You can introduce a prize for the winner if you like, but make sure you’re a fair judge! shortcode: "wp", Subscribe to get new posts delivered weekly to your inbox. Let us know in the comments below! Jan 29, 2015 - Call centers are hubs of consumer-customer service contact. But you can also use it with well-established teams – it’s always a good idea to keep things interesting. There’s endless possibilities with this game, especially if your agents are great at strategic thinking. This is yet another game that incentivises individual performance. Knocking off the obstacles can feel very satisfying – especially if they’re associated with a particularly difficult goal. Set up a box with a number of medium-sized objects which can be used as tokens. St Leonards NSW 2065 Reward and recognition activities can be great not just for rewarding and recognising achievements, but also for building team spirit. Camaraderie and bonding are almost guaranteed results. 15. To run a survival scenario, tell your team their plane has just crashed into the ocean near a desert island. August 9, 2014 Category :Call Center Companies| Call Centers in San Juan 0. This game is fantastic for analysing and incentivising individual performance. Since workers are limited to the call center, heading outdoors for some sunshine is not an option. 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. Sidekiiks Philippines. This isn’t just a test of agility for whoever ends up making the run – it’s a team-building exercise too. … call center, camaraderie, team building activities, teamwork. (This is especially fun if more than one person has the same tone!) The game is played by the participants making a sales call on speaker phone while their colleagues and their manager listen-in. 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. formId: "281e1686-6550-4413-811e-b8aca7d0e279" Now’s the time to get creative with remote team building activities! How do you foster that team spirit? formId: "b9213ad5-6205-4fa0-a51b-a9f9fd729952", phone to call any number on the list. After 2-3 months, allow the players to use their Monopoly money on prizes, like extended lunch breaks, mini toys (like stress balls), and any other cool stuff you think your team would like. Pass the Bear. Online Office Games (Most Popular) Online Offices Games is a facilitated series of online games … 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. 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. 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. To start with, each … Below are 6 tried and true call centre team-building activities we’ve used that are both fun, and effective. A bit of a classic but always a great way to assist your agents in getting to know each … We’ve borrowed this one from one of the most successful businesses in the world – Huffington Post. These call center morale boosting activities are an easy and cost-effective way to create more excitement in the workplace. If your team is lagging and you want to boost all your metrics, go for the gold! 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. Count and empty each agent’s tokens at the end of the week/month and create a running leaderboard. To make sure that your contact center’s meetings are the former and not the latter, it’s important to have a game plan. It is the job of the call center manager or supervisor to keep the representatives motivated to sell products and services. 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. }); hbspt.enqueueForm({ Team building is one of the most important activities in a call center in order to help agents relax from the pressures of work and allow them to get to know each other better for improved camaraderie, teamwork and unity. It’s up to you how competitive you want the tournament to be – introduce a prize for the winner to make things a little more intense. 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. 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. After an icebreaker activity (try the one below!) If someone can reach the treasure, the team gets a reward. Basically, the floor is lava, and your team has to get from one area to another – use an Indiana-Jones style golden artifact if you like! For example, tennis balls (for a small team), playing cards, or marbles. Do you have any other tried and true team-building exercises you’ve run in your contact centre? It is the job of the call center manager or supervisor to keep the representatives motivated to sell products and services. A ropes course is a challenging outdoor personal development and team building activity which usually consists of high and/or low elements. The other benefit of this activity is exercise (assuming the Jenga stack is on a central table) – it gets your agents up and moving! Photo of your life. Published: 11 Jun 2008 More Quick Team-Building Activities for Busy Managers Firstly, this game forces team members to participate and pay attention when you introduce them to each other. You can use those interlocking foam tiles for example, or just draw squares with chalk if you’ve got an outdoor area. Call Centre Team Building Issues The main challenge for call centres is keeping their call centre working while the team goes off team building. Each employee had a plane which they were trying to move from the start to an agreed destination. Full-featured outbound contact campaigns over a variety of communication modes. 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. 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. Call Center Olympics. Every time a team or team member reaches a certain KPI (like a sale over $1000, or ten customer enquiries resolved), they get to throw a single die and move their piece forward. Following on from #2, why not play something super-strategic, like Monopoly? It’s not all about the tech. ), and also team work and fun. Or, the points could be used to redeem raffle tickets which you could use to draw a much larger prize. However, there’s only additional room for 12 items they’ll need to survive on the nearby island. Want to pit two teams against each other? 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. Define certain teams (or use your whole group if you’d like) and place each member in a certain order which is easy enough to remember. When they successfully help a customer or make a sale, they can pass a tennis ball onto the next person. Each red cell is associated with a certain good outcome, like a certain $ value sale. It’s a real win-win! Position your most experienced agents near the start. Which items will they take? 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. Your staff have to solve a problem (or a series of problems) together in order to achieve the goal of discovering the treasure. Although you might see an uptick in your wrap/preview time, maintaining communication can go a long way in improving team morale. The options for remote team building activities are endless. 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. Victor Holguin/Demand Media . Suite 904, Level 9 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. 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? If you’re making/receiving tons of calls, clear communication (both speaking and listening) is key. 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. The end prize was a trip away. Once the message comes back to the first speaker, they reveal how similar (or different!) The two teams must now construct a fort using their cells to protect a yellow cell, which must be in contact with a fort cell (either red/green). 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. You’ve got to be very careful that you don’t create unhealthy competition though. Playing Chinese whispers isn’t going to revolutionise agent productivity. Here’s one way of doing it. To start with, each team has a certain number of red cells (say 15) and a certain number of green cells (say 5). Goal Mapping. Every time a team member completes a sale or resolves a customer’s problem, they can take a token back to their desk and put it in a glass bowl. Also included are variations of the activities … It’s fun, gets agents to work together, and encourages them to get to know each other. This can alleviate feelings of restlessness, improving worker productivity. Their planes moved based on the points they collected. Use your 36 MORE QUICK TEAM-BUILDING ACTIVITIES FOR BUSY MANAGERS. Recently, we put up a world map in our office. From original blindfold games to Chinese whispers, our experts present an array of team building ideas that are perfect for customer service training, boosting morale on the call … This person must then whisper this message to the next person in the circle, who then whispers it to the next person, and so on. Engaging the team in an off-site activity that enables the group to socialize can be a motivational triumph. With the corporate client in mind we have designed and created a selection of legendary Team Tactics team building events. Team members feel better about their work because they are involved more in their jobs and see a link between their own accomplishments and those of the team and the organization. If you let them do the latter, make sure you’ve got plenty of space. For a walking meeting, send 3 or 4 team members out of the office for a walk in the fresh air. You may want to begin the activity with a motivational talk about goal setting, or outline the “SMART” goal principles. Each green cell is associated with a really awesome/rare outcome, like a much higher $ value sale. Whether you’re planning a one-on-one meeting or a company-wide one, the preparation remains the same. When people share things that are important to them or close to their hearts, they … In case you don’t know how to play, this is how it works: Have your team sit in a circle. Then he or she calls another number on the list, and the game continues. See who misheard what! Here’s one way of doing it. It can also open new doors for communication as they work as a team to achieve a common goal. Love these ideas? If a team lands on another team’s property, just have them pay the minimum amount. Jenga is a fun way to motivate employees to perform. Once there’s a clear line of sight to the target, the team can choose to take the putt – if they make it, they get a prize. For Goal Mapping, gather your team, and encourage them to create individual goals for outside the workplace, as well as at work. The manager keeps score of points based on different criteria, such as scheduling a follow-up call and getting an email address. The other team members must then ask questions about each of the three facts, and try to figure out which one is the lie. The guessers have more information to work with (and will be more comfortable working together), which makes the game much more interesting. One person is shown a 1-2 sentence message, which other players can’t see. This chapter excerpt includes three team building games managers can use to encourage team building in call centers and motivate call center staff. There’s room on the lifeboat for everyone, so they don’t need to make any uncomfortable decisions about who dies. Sometimes, to really boost agent productivity, you’ve got to make things interesting, and get them engaging with each other on a regular basis. hbspt.forms.create({ Your team must decide on this together. Rules: Each group can share a picture of something of their … Since the team members will know each other reasonably well (depending on how long they’ve worked together), this adds an extra challenge for the liar. At Quality Connex, we’re always looking for new call centre team-building activities and exercises. When they don’t, your contact centre struggles to deliver services at the quality you require. Here we’ll share the latest & greatest contact centre industry news, tips and tricks, and advice to help you improve your team’s performance. People near the end might not have any to offload, and some people may end up with 3-5 tennis balls each. In this quick fun activity members 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. 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 team A has 6 throws to use but team B only has 3, use the order A-B-A-B-A-B-A-A-A. Each day/week in your contact centre is a match in the tournament. In some contact centres, it’s a good idea to reward good outcomes without directly pitting agents against each other. Will you be trying any of these call centre team-building activities with your team? 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). If they put it back on the top of the stack successfully, they get a point. At the end of the period, you (or another manager) must review each team member’s whiteboard and make a judgement as to who had the most successful resolutions. 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. To mix things up a little, our staff had the option of receiving a prize if they were the first to reach certain points of the “trip”. Have agents/teams get a throw of the dice for reaching certain KPI targets. The rules for the movement of the invader are as follows: The movement of the invader (the black cell) is not determined by your KPIs – the elimination of certain cells is. Could you do a 100/20 red/green cube layout over a couple of months? Conversation Simulation. At Team Tactics we enjoy creating corporate team building events & activities which are unique and provide an innovative twist on any team building event. Craft your team building activities based on the work ethics and values that you would like your members to possess. Building a strong cohesive call center team takes more than workshop activities and exercises. We know that when teams work together effectively, your contact centre flourishes. Playing a tournament like this is a relatively easy way to keep things interesting in your contact centre and start some healthy competition. Some agents may resist engaging in these activities, which can harm employee morale and lower productivity. These activities can improve the chemistry of your team, and it will increase productivity in the operational processes of your call center.