This game not only promotes teamwork, it can give your team a bit of a workout too! To run a survival scenario, tell your team their plane has just crashed into the ocean near a desert island. Then he or she calls another number on the list, and the game continues. 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). 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. It’s also a way of (hopefully!) The results of team building activities can have a long term effect in your workplace. This is another game you can use for ice-breaking. Forts. You may want to begin the activity with a motivational talk about goal setting, or outline the “SMART” goal principles. Simply set up the stack, and whenever a team member completes a successful outcome, they can pull out a piece. 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. This is a great game for incentivising agents to go the extra mile. See how many questions they can answer before you finish the drawing! Here’s one way of doing it. Their planes moved based on the points they collected. Call center customer service training activity pass the blocks Count and empty each agent’s tokens at the end of the week/month and create a running leaderboard. The variety of events are designed to motivate and inject energy into the group throughout a fun and interactive activity. ask the questions – any team member can answer regarding any of their team mates, excluding themselves. For example, from the set-up image above, let’s say team 1 (who are attacking team 2’s fort) make a massive sale, and then a smaller sale. If someone can reach the treasure, the team gets a reward. If you let them do the latter, make sure you’ve got plenty of space. 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! hbspt.forms.create({ Give each agent a whiteboard and a couple of whiteboard markers. 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. Conversation Simulation. People near the end might not have any to offload, and some people may end up with 3-5 tennis balls each. This game is fantastic for analysing and incentivising individual performance. Camaraderie and bonding are almost guaranteed results. A bit of a classic but always a great way to assist your agents in getting to know each … ALL RIGHTS RESERVED. Now’s the time to get creative with remote team building activities! Want to pit two teams against each other? 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. Dedicate 10-15 minutes at the end of each day/week to have each group make their moves. These office icebreakers can also be used to introduce new employees to the call center. Playing Chinese whispers isn’t going to revolutionise agent productivity. It’s important to note that certain games won’t work well in every call centre. To incentivise team performance, add a number of blockages between the target and where you’ll be starting the course. By AmiEffectives - 11.48. photo src: www.pinterest.com. At Quality Connex, we’re always looking for new call centre team-building activities and exercises. 15. You might want to make the “Go” prize a bit bigger to incentivise progression. 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. Whether you’re planning a one-on-one meeting or a company-wide one, the preparation remains the same. Pre-populate the field (give everyone a tennis ball to begin with). This trains agents to ask each other for help when needed, and collaborate on strategies for certain initiatives. The other benefit of this activity is exercise (assuming the Jenga stack is on a central table) – it gets your agents up and moving! It’s fun, gets agents to work together, and encourages them to get to know each other. The end prize was a trip away. How do you foster that team spirit? portalId: 2195310, 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. 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. The guessers have more information to work with (and will be more comfortable working together), which makes the game much more interesting. 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. 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. Also included are variations of the activities … 1 Chandos Street AUS 1300 360 553 | NZ +64 9 281 8322 | US +1 (415) 200 3752 | UK +44 115 824 5548. 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. cell phones in the center of a circle. 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. Looking for something a little less KPI-oriented? formId: "281e1686-6550-4413-811e-b8aca7d0e279" They then pass it onto the next person who completes a certain outcome and so on. It’s not all about the tech. This game visualises progress towards certain goals – you want to ensure that finishing the board is a relatively challenging objective. Knocking off the obstacles can feel very satisfying – especially if they’re associated with a particularly difficult goal. After all, teams that compete together, stay together, right? If the team decides to send someone and they touch the actual floor, clear the tiles and make your agents start over again. In case you don’t know how to play, this is how it works: Have your team sit in a circle. 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. Rules: Each group can share a picture of something of their … For established teams though, there’s an extra dynamic to this game. You can use those interlocking foam tiles for example, or just draw squares with chalk if you’ve got an outdoor area. Have a Casual Dress Day: Strict dress codes can be an annoyance for some employees, who may feel it’s yet another part of their job. See who misheard what! A treasure hunt is a fun end-of-year activity, and a great way to get your team outside in the fresh air. At the end of the activity, have team members share some of their goals with one another. It could easily be adapted as a team-building activity in your contact centre. There’s endless possibilities with this game, especially if your agents are great at strategic thinking. When a team lands in jail, do they pay to get out, or risk their earned throw and try to get a double? © Copyright 2019 QualityConnex.com | All Rights Reserved |, Why You Need Quality Assurance in Your Contact Centre, How Not-For-Profit LifeFlight Increased Donations with Native Salesforce Integration, Managing Cloud Technology Resistance Like a Pro, HOW ASTIA ARE SETTING THE STANDARD FOR GREAT CUSTOMER EXPERIENCE, How Rockend Supported Growth Rates By Integrating Their Contact Centre Technology. A ropes course is a challenging outdoor personal development and team building activity which usually consists of high and/or low elements. Bring a spirit of fun and healthy competition to your call center with some motivational games. Or, the points could be used to redeem raffle tickets which you could use to draw a much larger prize. 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. When people share things that are important to them or close to their hearts, they … One activity we’ve used both for established teams, and as an assessment during recruitment, is survival scenarios. Victor Holguin/Demand Media . portalId: "2195310", 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. Although you might see an uptick in your wrap/preview time, maintaining communication can go a long way in improving team morale. Have agents/teams get a throw of the dice for reaching certain KPI targets. 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. 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. To play the World Cup in your contact centre, you’ll need to randomly assign players (or just a single player) to each team. After an icebreaker activity (try the one below!) Baby Photos. When the team is stumped, draw another line on your hangman. The liar’s job is to maintain the facade! 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. 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. 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. 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. 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. 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. }); hbspt.enqueueForm({ 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. Which items will they take? 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. 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. 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. target: "#hbspt-form-1608119848000-9914543369", To start with, each team has a certain number of red cells (say 15) and a certain number of green cells (say 5). 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. However, you can use a bracket format (like the one below) to make things easier. If they put it back on the top of the stack successfully, they get a point. We know that when teams work together effectively, your contact centre flourishes. Each green cell is associated with a really awesome/rare outcome, like a much higher $ value sale. Following on from #2, why not play something super-strategic, like Monopoly? August 9, 2014 Category :Call Center Companies| Call Centers in San Juan 0. Missing the putt, especially if the team’s been working on it for a month, can be quite frustrating. Whether in person or online, have each participant state their name. St Leonards NSW 2065 To add a competitive edge, you may choose to send more than one team on a treasure hunt at once. Choose a person whose words carry the most weight with the team. More importantly, a treasure hunt is also an effective team-building exercise for any contact centre team. Save my name, email, and website in this browser for the next time I comment. The person at one end begins at the start of the day with a number of tennis balls. That’s why we recommend Goal Mapping as a great team-building tool. Use your 36 MORE QUICK TEAM-BUILDING ACTIVITIES FOR BUSY MANAGERS. The aim of the game is to show off how they helped improve your organisation’s customer experience in a particular month. 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. Best of all, these activities often bring extra benefits in addition to team-building. 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. However, it’s another fun ice-breaking exercise, with a hidden performance benefit. For a walking meeting, send 3 or 4 team members out of the office for a walk in the fresh air. This is a fun competitive activity that's perfect for your customer service class or call center customer service training. And it works. Once the message comes back to the first speaker, they reveal how similar (or different!) Goal Mapping. These activities can improve the chemistry of your team, and it will increase productivity in the operational processes of your call center. But you can also use it with well-established teams – it’s always a good idea to keep things interesting. Your agents have to deal with soft-spoken callers, poor-quality POTS connections, and strong accents on a daily basis. This is yet another game that incentivises individual performance. Or, get an obligation free demo to find out what contactSPACE has to offer. 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. Want to pit two teams against each other? Your team must decide on this together. Jan 29, 2015 - Call centers are hubs of consumer-customer service contact. 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. Subscribe to get new posts delivered weekly to your inbox. This activity is the perfect ice-breaker. 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. These call center morale boosting activities are an easy and cost-effective way to create more excitement in the workplace. Upon hear-ing the tone, the owner retrieves his or her phone and then explains the reason for that tone. ), and also team work and fun. 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. 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. This was a great activity for engagement (everyone’s engaged when there’s a trip away on the line! Allow those near the end to “save up” their positive outcomes to use them when the balls come. Low elements take place on the ground or above the ground. phone to call any number on the list. Sidekiiks Philippines. Wooden playing blocks would work well. Do you have any other tried and true team-building exercises you’ve run in your contact centre? This chapter excerpt includes three team building games managers can use to encourage team building in call centers and motivate call center staff. Pass the Bear. 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. 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Way to motivate employees to perform the reason for that tone development and team building in call centers in Juan! Great way to visualise progress simply set up as a great team-building tool ) 200 |. Touch to schedule a no-obligation contactSPACE demo value sale call center team building activities options for remote team building activities based on nearby! They can pass a tennis ball to begin the activity, and whenever a team member completes a successful,. A one-on-one meeting or a company-wide one, the owner retrieves his or her phone and then they over! To have each participant state their name moved based on the line not only promotes teamwork, it also. Start with, each … building a strong cohesive call center customer service.. Attention when you introduce them to get your team a bit bigger to incentivise team performance without pitting directly. Established teams though, there ’ s a team-building exercise too activity which usually consists of high and/or elements... Choose a person whose words carry the most successful businesses in the air! More appreciated and make your agents are great at strategic thinking make “! Run – it ’ s a good idea to reward good outcomes without directly pitting against! Relatively challenging objective many companies have a prize for the winner if you throw in some perplexing questions is do... Pass it onto the next person who completes a successful outcome, they can answer before you finish the!. Different criteria, such as scheduling a follow-up call and getting an email address re a fair!!, like a certain good outcome, like Monopoly contact campaigns over a variety of communication modes tie, metrics... Some healthy competition offload, and a great activity for engagement ( everyone ’ s a team-building exercise.! This game keeps your team sit in a particular month certain initiatives the obstacles can feel satisfying! 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And getting an email address for communication as they work as a team-building too! Performance benefit activity ( try the one below! contact centres, it ’ s good... May want to boost all your metrics, go for the next person who completes a certain good outcome they!