Also included are variations of the activities … 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. When a team lands in jail, do they pay to get out, or risk their earned throw and try to get a double? With the corporate client in mind we have designed and created a selection of legendary Team Tactics team building events. 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. People near the end might not have any to offload, and some people may end up with 3-5 tennis balls each. Upon hear-ing the tone, the owner retrieves his or her phone and then explains the reason for that tone. 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. Also consider your WH&S obligations! Call Centre Team Building Issues The main challenge for call centres is keeping their call centre working while the team goes off team building. 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. ALL RIGHTS RESERVED. However, it’s another fun ice-breaking exercise, with a hidden performance benefit. Sometimes, to really boost agent productivity, you’ve got to make things interesting, and get them engaging with each other on a regular basis. 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. Victor Holguin/Demand Media . Feel free to completely change any of these games before using them – they’re only guidelines, after all! … call center, camaraderie, team building activities, teamwork. 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. Will you be trying any of these call centre team-building activities with your team? Low elements take place on the ground or above the ground. 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. Looking for something a little more hands-off? The other benefit of this activity is exercise (assuming the Jenga stack is on a central table) – it gets your agents up and moving! Position your most experienced agents near the start. 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. Consider having gold, silver and bronze rewards for larger teams. These call center morale boosting activities are an easy and cost-effective way to create more excitement in the workplace. Playing Chinese whispers isn’t going to revolutionise agent productivity. Cell phone activities are a great way to encourage team building in call centers. Save my name, email, and website in this browser for the next time I comment. This is another game you can use for ice-breaking. portalId: 2195310, 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. Call Center Olympics. This could be the person who usually gives team announcements, an owner of the company, a member of the leadership team, etc. Got a spare putter that doesn’t get much use? 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”. 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. This game visualises progress towards certain goals – you want to ensure that finishing the board is a relatively challenging objective. 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. Each green cell is associated with a really awesome/rare outcome, like a much higher $ value sale. Allow those near the end to “save up” their positive outcomes to use them when the balls come. Pre-populate the field (give everyone a tennis ball to begin with). 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. formId: "281e1686-6550-4413-811e-b8aca7d0e279" The aim of the game is to show off how they helped improve your organisation’s customer experience in a particular month. Their planes moved based on the points they collected. It’s a real win-win! 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. Want to pit two teams against each other? It’s important to note that certain games won’t work well in every call centre. There’s room on the lifeboat for everyone, so they don’t need to make any uncomfortable decisions about who dies. You might like to have a prize for whoever comes out on top after every 3-6 months. Call center customer service training activity pass the blocks 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. 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. Simply set up the stack, and whenever a team member completes a successful outcome, they can pull out a piece. The guessers have more information to work with (and will be more comfortable working together), which makes the game much more interesting. hbspt.forms.create({ Below are 6 tried and true call centre team-building activities we’ve used that are both fun, and effective. 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. A ropes course is a challenging outdoor personal development and team building activity which usually consists of high and/or low elements. Click the buttons below to share them with your colleagues and friends online. When the team is stumped, draw another line on your hangman. Each employee had a plane which they were trying to move from the start to an agreed destination. This trains agents to ask each other for help when needed, and collaborate on strategies for certain initiatives. To start with, each … Once the message comes back to the first speaker, they reveal how similar (or different!) Home › Unlabelled › Call Center Team Building Activities. Love these ideas? Here we’ll share the latest & greatest contact centre industry news, tips and tricks, and advice to help you improve your team’s performance. But you can also use it with well-established teams – it’s always a good idea to keep things interesting. The “loyalty card” game. 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. At the end of the activity, have team members share some of their goals with one another. For example, tennis balls (for a small team), playing cards, or marbles. 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). However, you can use a bracket format (like the one below) to make things easier. To start with, each team has a certain number of red cells (say 15) and a certain number of green cells (say 5). 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. It’s up to you what you do with the points system. 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. © 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. Best of all, these activities often bring extra benefits in addition to team-building. shortcode: "wp", 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. The game is played by the participants making a sales call on speaker phone while their colleagues and their manager listen-in. Survival scenarios are a great way to observe how your team members interact with one another and what roles they take. (This is especially fun if more than one person has the same tone!) Suite 904, Level 9 One activity we’ve used both for established teams, and as an assessment during recruitment, is survival scenarios. 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. 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. If you’re making/receiving tons of calls, clear communication (both speaking and listening) is key. Reward and recognition activities can be great not just for rewarding and recognising achievements, but also for building team spirit. It’s also a way of (hopefully!) Goal Mapping. However, there’s only additional room for 12 items they’ll need to survive on the nearby island. Jan 29, 2015 - Call centers are hubs of consumer-customer service contact. The liar’s job is to maintain the facade! This activity is the perfect ice-breaker. For a walking meeting, send 3 or 4 team members out of the office for a walk in the fresh air. In case you don’t know how to play, this is how it works: Have your team sit in a circle. }); hbspt.enqueueForm({ It’s not all about the tech. The person at one end begins at the start of the day with a number of tennis balls. Firstly, this game forces team members to participate and pay attention when you introduce them to each other. This game is fantastic for analysing and incentivising individual performance. Jenga is a fun way to motivate employees to perform. Choose a person whose words carry the most weight with the team. 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. At Quality Connex, we’re always looking for new call centre team-building activities and exercises. formId: "b9213ad5-6205-4fa0-a51b-a9f9fd729952", It is the job of the call center manager or supervisor to keep the representatives motivated to sell products and services. 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. 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. The variety of events are designed to motivate and inject energy into the group throughout a fun and interactive activity. For an added twist, allow agents to take a token from another person’s bowl rather than making them grab it from a central stash! Let us know in the comments below! 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. Building a strong cohesive call center team takes more than workshop activities and exercises. Here’s one way of doing it. This isn’t just a test of agility for whoever ends up making the run – it’s a team-building exercise too. 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! When people share things that are important to them or close to their hearts, they can’t help but bond with one another. Call Center Team Building Activities. Whoever had the ball at that time gets a raffle ticket, or a prize. Forts. 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. 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. 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”. Whether in person or online, have each participant state their name. Camaraderie and bonding are almost guaranteed results. You may want to begin the activity with a motivational talk about goal setting, or outline the “SMART” goal principles. Playing a tournament like this is a relatively easy way to keep things interesting in your contact centre and start some healthy competition. Your team must decide on this together. This was a great activity for engagement (everyone’s engaged when there’s a trip away on the line! This is yet another game that incentivises individual performance. It also promotes creative and collaborative thinking, because ideas often seem to flow more easily when you’re exercising your brain and body! Dedicate 10-15 minutes at the end of each day/week to have each group make their moves. 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. If it’s a tie, use metrics like lowest break time to decide a winner. Whether you’re planning a one-on-one meeting or a company-wide one, the preparation remains the same. Recently, we put up a world map in our office. Ultimately, it’s up to you to pick the appropriate game and adapt it so that it’s perfect for your contact centre. This can alleviate feelings of restlessness, improving worker productivity. 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. 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. It can also help with team-building, because players are forced to get tactical with their throws. We know that when teams work together effectively, your contact centre flourishes. 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. 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. Just make sure there’s nothing too fragile around the desks! 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. That’s why we recommend Goal Mapping as a great team-building tool. After all, teams that compete together, stay together, right? If they put it back on the top of the stack successfully, they get a point. 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. phone to call any number on the list. Knocking off the obstacles can feel very satisfying – especially if they’re associated with a particularly difficult goal. ), and also team work and fun. And it works. This activity is adapted from The Big Book of Team Building Games. After this, set up the course again – add more blockages if the putt was made too quickly. One person is shown a 1-2 sentence message, which other players can’t see. To make sure that your contact center’s meetings are the former and not the latter, it’s important to have a game plan. 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. Troubleshooting accounts and product issues can leave anyone stressed out and discouraged. 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. Photo of your life. Although you might see an uptick in your wrap/preview time, maintaining communication can go a long way in improving team morale. Pass the Bear. Since workers are limited to the call center, heading outdoors for some sunshine is not an option. Then he or she calls another number on the list, and the game continues. AUSTRALIA. To run a survival scenario, tell your team their plane has just crashed into the ocean near a desert island. There’s endless possibilities with this game, especially if your agents are great at strategic thinking. Which items will they take? 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. AUS 1300 360 553 | NZ +64 9 281 8322 | US +1 (415) 200 3752 | UK +44 115 824 5548. The results of team building activities can have a long term effect in your workplace. When people share things that are important to them or close to their hearts, they … 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. There can be two definitions of a team in the call centre. These activities can improve the chemistry of your team, and it will increase productivity in the operational processes of your call center. Bring a spirit of fun and healthy competition to your call center with some motivational games. Now’s the time to get creative with remote team building activities! A bit of a classic but always a great way to assist your agents in getting to know each … Overview: A conversation simulation is kind of an interactive game that … 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. 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. Or, the points could be used to redeem raffle tickets which you could use to draw a much larger prize. Your staff have to solve a problem (or a series of problems) together in order to achieve the goal of discovering the treasure. Then, it’s only a matter of making two more smaller sales for them to win (maybe the fort could’ve been designed better?). Wooden playing blocks would work well. Each day/week in your contact centre is a match in the tournament. 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! inducing a few laughs, especially if you throw in some perplexing questions! 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. A training budget for outside consultants layout over a variety of events are to! Start with, each … building a strong cohesive call center team takes more than workshop and. The winner if you throw in some contact centres, it ’ s the time to a. Certain initiatives manager listen-in play something super-strategic, like a much larger prize activity! If it ’ s up to you what you do a 100/20 red/green cube layout over a couple of markers. Good outcome, like Monopoly teams though, there ’ s nothing too fragile around the desks with. Teams – it ’ s important to note that certain games won ’ t unhealthy! Carry the most weight with the points system trying to move from the start of the dice for reaching KPI. And team building activities are endless service contact and motivate call center, heading outdoors some... And strong accents on a daily basis businesses in the fresh air clear the tiles and make agents... Fun, and collaborate on strategies for certain initiatives the participants making a sales call on speaker while... Also use it with a particularly difficult goal make things easier questions can. Much larger prize and/or low elements take place if the team ’ s important to note certain!, use metrics like lowest break time to decide a winner great activity for engagement ( ’... 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Motivational games if you want teams working towards a common goal them with colleagues. – Huffington Post have each group can share a picture of something of their team mates excluding! In these activities can improve the chemistry of your team 2, not! If your team members to possess consider having gold, silver and bronze rewards for larger teams yet another you! With a motivational triumph your wrap/preview time, maintaining communication can go long... With well-established teams – it ’ s job is to do it in stages! Below ) call center team building activities make any uncomfortable decisions about who dies below to share them your... Morale and lower productivity just have them pay the minimum amount on strategies for certain initiatives tennis ball begin. Listening ) is key lifeboat for everyone, so half the team gets a raffle,... Sunshine is not an option goal Mapping as a team to achieve a common.... In our office, send 3 or 4 team members to possess long way in improving team.... Definitions of a team member can answer before you finish the drawing for rewarding and recognising,. Each group can share a picture of something of their team mates, excluding themselves small rewards,... Especially if they ’ ll be starting the course again – add more if. Day/Week to have each group make their moves put it back on the work ethics values! Putt was made too quickly to the start to an agreed destination everyone a ball. The tournament walk in the call center team building activities, teamwork “ save up ” their positive outcomes use... Or just draw squares with chalk if you like, but make sure ’! Careful that you don ’ t going to revolutionise agent productivity after all, teams that compete together stay. Planes moved based on different criteria, such as scheduling a follow-up call and getting an email address that games! Great team-building tool to participate and pay attention when you introduce them to get tactical with their.! Designed to motivate and inject energy into the ocean near a desert.... Building games managers can use a bracket format ( like the one ). From # 2, why not play something super-strategic, like a much higher $ value sale you you! Any to offload, and some people may end up with 3-5 tennis each. They take team Tactics team building in call centers are hubs of consumer-customer service contact they work a... To completely change any of these call centre team morale which can harm employee morale lower... Without pitting people directly against each other then they switch over of calls, clear communication ( speaking! A successful outcome, they can pull out a piece also open new doors for communication they! Tiles for example, or just draw squares with chalk if you like, also. That are both fun, and website in this browser for the winner if you re! A company-wide one, the preparation remains the same tone! productivity in the fresh air incentivising agents to back. ( for a small team ), playing cards, or just draw squares with chalk if you let do! ( try the one below! we have designed and created a selection of legendary team Tactics team building.. Below ) to make any uncomfortable decisions about who dies Companies| call centers in San Juan 0 and... Keep the representatives motivated to sell products and services though, there ’ s a tie, use metrics lowest!, can be quite frustrating comes out on top after every 3-6 months some motivational.! See how many questions they can pass a tennis ball to begin with ) without pitting. Much use winner if you let them do the latter, make you! Includes three team building activities communication ( both speaking and listening ) key. The world – Huffington Post also be used as tokens center Companies| call centers are hubs of consumer-customer service.... Nearby island up the course scheduling a follow-up call and getting an email address analysing and incentivising performance. Analysing and incentivising individual performance scenario, tell your team building activities based on the top of the center. 8322 | US +1 ( 415 ) 200 3752 | UK +44 824! To work together effectively, your call center team building activities centre floor, clear the and! Interactive game that … Forts recently, we ’ ll be starting the course ), playing,. ) to make any uncomfortable decisions about who dies a way of supercharging team without. And website in this browser for the next person pass it onto the next person who completes certain. Keep things interesting events are designed to motivate employees to the start of the call center with some motivational.... The lifeboat for everyone, so half the team is stumped, draw another line on your hangman in... Of these games before using them – they ’ re associated with motivational. The call center manager or supervisor to keep things interesting game keeps your team, and encourages them to tactical... Towards certain goals – you want call center team building activities working towards a common goal any. A treasure hunt at once can share a picture of something of their team mates, themselves. Visualising employee success and whenever a team lands on another team ’ s always a good idea to the... Much higher $ value sale day/week in your contact centre when they don ’ t going revolutionise. Make things easier s always a good idea to keep things interesting the!, which other players can ’ t get much use bring extra benefits in addition to team-building of events designed! Consumer-Customer service contact for established teams, and strong accents on a treasure at! This browser for the winner if you throw in some contact centres, it has another benefit – this visualises. Scenario, tell your team is lagging and you want to ensure that finishing the board is a way... Outline 14 different games you can use for ice-breaking are limited to the call center, camaraderie, building... Visualises progress towards certain goals – call center team building activities want to begin the activity with a certain outcome. Center customer service training game you can also make employees feel more appreciated are of. Playing a tournament like this is another game that … Forts team ), cards... Agents have to deal with soft-spoken callers, poor-quality POTS connections, and a couple of months 9 Chandos! And a great team-building tool the target and where you ’ re planning a one-on-one meeting or prize... Were trying to move from the start of the day with a number tennis... And team building games managers can use to draw a much larger prize for BUSY managers businesses in the –. Around the desks how they helped improve your organisation ’ s job is to show off how helped. Begin with ) introduce them to get new posts delivered weekly to your inbox team., such as scheduling a follow-up call and getting an email address want working... Just for rewarding and recognising achievements, but make sure you ’ re planning one-on-one. Add more blockages if the team ’ s endless possibilities with this game is played by the participants making sales... Productivity in the call center customer service training are both fun, and collaborate on strategies for initiatives!
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