Upon hear-ing the tone, the owner retrieves his or her phone and then explains the reason for that tone. This results in the invader knocking out a green and then a red cell (the attackers can choose which cells they’d like to eliminate). See how many questions they can answer before you finish the drawing! We’ll be in touch to schedule a no-obligation contactSPACE demo. Got a spare putter that doesn’t get much use? You might like to have a prize for whoever comes out on top after every 3-6 months. Feel free to completely change any of these games before using them – they’re only guidelines, after all! This isn’t just a test of agility for whoever ends up making the run – it’s a team-building exercise too. To make sure that your contact center’s meetings are the former and not the latter, it’s important to have a game plan. They then pass it onto the next person who completes a certain outcome and so on. Suite 904, Level 9 These activities can improve the chemistry of your team, and it will increase productivity in the operational processes of your call center. A treasure hunt is a fun end-of-year activity, and a great way to get your team outside in the fresh air. 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”. If they put it back on the top of the stack successfully, they get a point. More importantly, a treasure hunt is also an effective team-building exercise for any contact centre team. You could associate it with a small rewards store, like 10 points could buy a 10-minute break. 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. This is a fun competitive activity that's perfect for your customer service class or call center customer service training. If you let them do the latter, make sure you’ve got plenty of space. However, it’s another fun ice-breaking exercise, with a hidden performance benefit. Have agents/teams get a throw of the dice for reaching certain KPI targets. inducing a few laughs, especially if you throw in some perplexing questions! it was to what they originally said. And it works. See who misheard what! 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). Small giveaways and special prizes can also make employees feel more appreciated. 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. Do you have any other tried and true team-building exercises you’ve run in your contact centre? Your agents have to deal with soft-spoken callers, poor-quality POTS connections, and strong accents on a daily basis. How do you foster that team spirit? Give each agent a whiteboard and a couple of whiteboard markers. When they don’t, your contact centre struggles to deliver services at the quality you require. Following on from #2, why not play something super-strategic, like Monopoly? 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. One solution is to do it in two stages, so half the team go and half stay and then they switch over. The other team members must then ask questions about each of the three facts, and try to figure out which one is the lie. 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. 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. 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”. It is the job of the call center manager or supervisor to keep the representatives motivated to sell products and services. Whether you’re planning a one-on-one meeting or a company-wide one, the preparation remains the same. 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. Also included are variations of the activities … After this, set up the course again – add more blockages if the putt was made too quickly. 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. The tournament has 32 teams by default, which starts with a group stage (four teams in each group, two of which go through) whereby each team plays each other once. Overview: A conversation simulation is kind of an interactive game that … Call Centre Team Building Issues The main challenge for call centres is keeping their call centre working while the team goes off team building. formId: "281e1686-6550-4413-811e-b8aca7d0e279" Position your most experienced agents near the start. Want to pit two teams against each other? Photo of your life. However, you can use a bracket format (like the one below) to make things easier. At the end of the day, it should all be in good fun, and agents should still be able to work well together. The results of team building activities can have a long term effect in your workplace. However, if they redeemed this prize, they had to go back to the start. You’ve got to be very careful that you don’t create unhealthy competition though. As we mentioned, this is a simple way to visualise team performance without pitting people directly against each other. 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. 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. If you’re making/receiving tons of calls, clear communication (both speaking and listening) is key. Victor Holguin/Demand Media . Set up a box with a number of medium-sized objects which can be used as tokens. The manager keeps score of points based on different criteria, such as scheduling a follow-up call and getting an email address. Each red cell is associated with a certain good outcome, like a certain $ value sale. In this guide, we’ll outline 14 different games you can set up as a manager to motivate your team. This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office. The guessers have more information to work with (and will be more comfortable working together), which makes the game much more interesting. Full-featured outbound contact campaigns over a variety of communication modes. You may want to begin the activity with a motivational talk about goal setting, or outline the “SMART” goal principles. 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. This activity is the perfect ice-breaker. It’s up to you what you do with the points system. Their planes moved based on the points they collected. Pre-populate the field (give everyone a tennis ball to begin with). Time: 15-30 minutes. Want to pit two teams against each other? Here’s one way of doing it. Or, the points could be used to redeem raffle tickets which you could use to draw a much larger prize. It could easily be adapted as a team-building activity in your contact centre. What you’re doing here is visualising employee success. There’s room on the lifeboat for everyone, so they don’t need to make any uncomfortable decisions about who dies. At the … Jan 29, 2015 - Call centers are hubs of consumer-customer service contact. Although you might see an uptick in your wrap/preview time, maintaining communication can go a long way in improving team morale. You might like to define the order based on where everyone sits. Pass the Bear. The liar’s job is to maintain the facade! Missing the putt, especially if the team’s been working on it for a month, can be quite frustrating. The first person to be the liar comes up with three facts about themselves – but here’s the twist – one of them isn’t true. One activity we’ve used both for established teams, and as an assessment during recruitment, is survival scenarios. Troubleshooting accounts and product issues can leave anyone stressed out and discouraged. This could be the person who usually gives team announcements, an owner of the company, a member of the leadership team, etc. Where appropriate, it’s a good idea to give the winning team a prize of some sort to motivate them to try and win the game. After an icebreaker activity (try the one below!) It also promotes creative and collaborative thinking, because ideas often seem to flow more easily when you’re exercising your brain and body! This was a great activity for engagement (everyone’s engaged when there’s a trip away on the line! Many companies have a training budget for outside consultants. Save my name, email, and website in this browser for the next time I comment. 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. Recently, we put up a world map in our office. 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. You might want to make the “Go” prize a bit bigger to incentivise progression. cell phones in the center of a circle. 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! You can use those interlocking foam tiles for example, or just draw squares with chalk if you’ve got an outdoor area. Cell phone activities are a great way to encourage team building in call centers. 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. AUSTRALIA. 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. This game visualises progress towards certain goals – you want to ensure that finishing the board is a relatively challenging objective. Whether in person or online, have each participant state their name. The options for remote team building activities are endless. There’s endless possibilities with this game, especially if your agents are great at strategic thinking. At Team Tactics we enjoy creating corporate team building events & activities which are unique and provide an innovative twist on any team building event. Also consider your WH&S obligations! Conversation Simulation. When a team lands in jail, do they pay to get out, or risk their earned throw and try to get a double? 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. 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. One person is shown a 1-2 sentence message, which other players can’t see. Allow those near the end to “save up” their positive outcomes to use them when the balls come. In some contact centres, it’s a good idea to reward good outcomes without directly pitting agents against each other. 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. 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. People near the end might not have any to offload, and some people may end up with 3-5 tennis balls each. Use your 36 MORE QUICK TEAM-BUILDING ACTIVITIES FOR BUSY MANAGERS. Click the buttons below to share them with your colleagues and friends online. Low elements take place on the ground or above the ground. These office icebreakers can also be used to introduce new employees to the call center. Jenga is a fun way to motivate employees to perform. Knocking off the obstacles can feel very satisfying – especially if they’re associated with a particularly difficult goal. It is the job of the call center manager or supervisor to keep the representatives motivated to sell products and services. This trains agents to ask each other for help when needed, and collaborate on strategies for certain initiatives. In case you don’t know how to play, this is how it works: Have your team sit in a circle. 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. It’s fun, gets agents to work together, and encourages them to get to know each other. 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. Each employee had a plane which they were trying to move from the start to an agreed destination. If you want teams working towards a common goal, this game is an excellent way to visualise progress. 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. Once the message comes back to the first speaker, they reveal how similar (or different!) portalId: 2195310, 1 Chandos Street That’s why we recommend Goal Mapping as a great team-building tool. 15. By AmiEffectives - 11.48. photo src: www.pinterest.com. This activity is adapted from The Big Book of Team Building Games. Baby Photos. 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. Craft your team building activities based on the work ethics and values that you would like your members to possess. Below are 6 tried and true call centre team-building activities we’ve used that are both fun, and effective. ), and also team work and fun. ALL RIGHTS RESERVED. formId: "b9213ad5-6205-4fa0-a51b-a9f9fd729952", }); hbspt.enqueueForm({ 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. When people share things that are important to them or close to their hearts, they … 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. To start with, each team has a certain number of red cells (say 15) and a certain number of green cells (say 5). 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. 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. }); COPYRIGHT © 2020 CONTACTSPACE. 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. 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. If it’s a tie, use metrics like lowest break time to decide a winner. Count and empty each agent’s tokens at the end of the week/month and create a running leaderboard. St Leonards NSW 2065 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. ask the questions – any team member can answer regarding any of their team mates, excluding themselves. Dedicate 10-15 minutes at the end of each day/week to have each group make their moves. This chapter excerpt includes three team building games managers can use to encourage team building in call centers and motivate call center staff. When you’re establishing new teams, it’s important to break the ice and have agents feel comfortable working with each other. Choose a person whose words carry the most weight with the team. Let us know in the comments below! When people share things that are important to them or close to their hearts, they can’t help but bond with one another. Here’s one way of doing it. Call Center Olympics. 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. It’s not all about the tech. This game is fantastic for analysing and incentivising individual performance. There can be two definitions of a team in the call centre. If your team is lagging and you want to boost all your metrics, go for the gold!