On a separate set of cards, write down an equal number of problematic customer types (angers quickly, interrupts often, etc.). Write CSS OR LESS and hit save. Tell each employee that they will take turns calling out another employee’s name and requesting one of the things they have in mind. Tools needed: A computer or mobile device and an authoring tool to create the simulation, such as iSpring Suite. The remaining agents are the judges. member to get a horizontal, vertical, or diagonal Bingo wins! Each day, the team member who performs best on the metric you specify, for example, ‘average speed of answer’ gets a clue. Set up the stack, and whenever a team member completes a successful outcome, for example, closing 10 calls, they can pull out a piece. The contact center can be a place where you can do things that you cannot do … Choose an unusual mystery prize that your team members won’t easily guess. The couples then perform their role play in front of the group. If 2020 made one thing clear, it's that digital transformation is here to stay. 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. Photo From: https://www.callcentrehelper.com. Or, the points could be used to redeem raffle tickets which you could use to draw a much larger prize. Divide the team into pairs, with group A playing angry customers and group B playing the service reps. Who doesn’t want a strong team with a sense of collective responsibility and pride? Pin 20-25 Solo cups to a corkboard, and then The championship round is held Then, cover the cup with a tissue, using a rubber band to hold it in place. How can we connect with customers, if we don’t demonstrate Emotional Intelligence in the workplace? Throughout the day, advisors can then tick the relevant boxes as and when they perform those actions on a call. We set up a dry erase board as a Jeopardy board Victor Holguin/Demand Media . Why play it: This game teaches some crucial customer service skills, primarily listening skills. Highly skilled communicators also need to be active listeners and can digest information and quickly convey a solution. members are eligible, they go to the board and add one feature to the mascot: It spurs creativity, particularly if clues or puzzles are involved. Attracting good employees starts with the hiring process, but minimizing turnover is a direct product of employee engagement. 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. 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. at end of the day on Friday, when the final match is played. Leave a few cups empty, but also fill some shaving cream for laughs. Some other benefits of a dialogue simulation are that agents can complete them in their own time, so there’s no need to gather all the employees together for formal training. Number of participants: Two or more people. More importantly, a treasure hunt is also an effective team-building exercise for any contact centre team. A bad conversation habit is to be overly focused on what you want to say. 5,378 views. level–we use a cornhole board, a Nerf basketball hoop, and a wastebasket. Join us, and you'll immediately receive the e-book The Top 5 Practices of Customer Experience Winners. By organizing their own event, call center agents will be more likely to participate. 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. You have to build upon what was said last. 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. Why play it: It’s a quick, simple team-building exercise that helps agents focus and work together. 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. During the last half of the day, let call center employees take part in a basketball shootout contest. The Wheel of Wow have in your center by gently reminding them what is expected. We hope this inspires you to have more fun in Many service deliveries go wrong because the service rep doesn’t listen or tries to prove the customer wrong. Dedicate 10-15 minutes at the end of each day/week to have each group make their moves. fjs.parentNode.insertBefore(js, fjs); Print out a few pictures to keep the game going throughout the day. Whether that label is true or not, it can make attracting good employees and minimizing turnover an overwhelming job. You have to show that you’re listening as well. 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. js = d.createElement(s); js.id = id; Call center agents and employees have high rates of burnout, poor performance, turnover and many ask why. Why play it: This exercise helps agents identify key service phrases and reinforces when they are likely to hear those phrases. 3 Ways to Have Fun in the Contact Centre . Categories: Blog • Contact Center • Employee Engagement Once all cards are signed, they are pulled down If they put it back on the top of the stack successfully, they get a point. Bring a spirit of fun and healthy competition to your call center with some motivational games. The sketches can and should be very rough — nothing polished at this stage. first team to hit a certain number of points wins a prize such as extra break Leave a few cups empty, but also fill some shaving cream for laughs. A call centre, on the other hand, is a demanding and restrictive environment, one which does not get endorphins flowing of its own accord. js.src= "https://platform.twitter.com/widgets.js"; Choose an agent to go first. That named employee will then name another employee, ask for a request that must be denied, and so on. One way we can help them is by making the contact center THE fun place to work. The iCVC is a select group of inContact customers selected to join as trusted advisors to help InContact validate ideas for new products and features and plans for future innovations. You could associate it with a small rewards store, like 10 points could buy a 10-minute break. window.twttr = (function (d, s, id) { is more talent-based than luck-based. Why play it: This brain teaser is funny and really works on teambuilding, problem solving and communication. Prizes vary All members of the team that crosses the The clues hidden in specific geographic locations can be a part of a larger puzzle that the teams should solve. one-by-one. 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. The environment must be one of comfort and….yes its ok to say…FUN! The performers are encouraged to be creative, especially the customers. Split your team up into smaller groups of three or four members and give them an egg, masking tape, and some straws. They learn if they are too high or too low and get to guess again during their Six Amazing Employee Recognition Award Ideas. Tweet Instructions: This role play game uses index cards to simulate different types of problematic customers and situations. 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