Dec 2, 2015

5 Games to Motivate Call Center Agents
Share

Who says your workplace has to be all work and no play? Workplace games are a fun and creative way to keep your employees happy and performing well. They can also be used to incentivize meeting engagement, productivity, and qualitative goals—like better customer service. Boring meetings and training sessions complemented with monotonous workdays can only go so far in improving your agents’ quality (and quantity) of work. To thrive in a work setting, your employees need to feel engaged and empowered; they are humans, after all.

Effective games can also go a long way toward building up a positive workplace culture and encouraging teamwork. When your agents work together as a positive and constructive team, you will notice significant improvements that go beyond the individual improvements of isolated top performers.

These five games will nurture not only individual achievements,but also teamwork and cooperation for overall workforce optimization.

Power Hour

This quick game is great for call centers using customer feedback software with access to the results. Simply tell the agents that whoever has the highest percentage of satisfied customers within the next hour will receive a prize. Not only will this game motivate your staff to provide great customer service for the next hour, it will most likely lift morale for the rest of the day.

5 Games to Motivate Call Center Agents

Pod Wars

This one will partially depend on how your office is set up. If possible, rearrange desks so that your agents are working in small clusters—or pods—of 3-4 people. These pods become teams which compete against the other teams. When a team member makes a successful customer service call—or accomplishes another goal of your choice such as a sale—they get to ‘sink’ the agent sitting in the same seat in the opposing pod.

The first team to sink all of the agents in its opposing pod is the winner. You can give out prizes that the whole group can enjoy such as a group dinner, a night out, or even a spa day for the winning team. This will improve individual performance as well as boost cooperation and camaraderie amongst your employees.

Hangman

Use this game at the end of a training session or meeting to improve recall and application ofmaterial that was discussed. This is a great way to end an informational event on a good foot and ensure everyone is on the same page.

Split the group into an even number of teams. Try to have somewhere between 4-6 players per team if possible. Provide pens and paper to each team. Ask each team to develop a series of questions based on the information from the meeting. They should do this privately so that the other team doesn’t overhear.

Once the questions are written, each team takes turns answering another team’s question. If they answer correctly, they get to ask the next question. If they answer incorrectly, a piece of the hangman is drawn on their paper. They must continue answering questions until they get one correct or until they lose (when the full hangman is drawn).

Horse Race

This is a quick and simple game you can use anytime the office atmosphereseems a bit dull. Decorate a bulletin board to look like a racetrack. Make a horse for each employee.Simply tell the agents to raise their hand each time they make a successful sales call or handle a customer service issue. Move the agent’s horse a space ahead to track the number of successes. Whoever makes the most sales (or most successfully resolved customer calls) in a given amount of time will receive a prize.This game can take place over an afternoon shift or as long as a month’s time, and promote a friendly, competitive work culture.

Prizes should be gifts other than money. Reward the employee with something as simple as office supplies, candy, or perhaps a voucher for a meal at a nice restaurant in the area.

To foster collaboration, give the agents a collective goal—such as a target number of total sales for the group—and offer a collective prize. Treat the office to a Friday lunch or give them a 30-minute pass to arrive early or leave the office late one day.

The Big Picture

This team building exercise is primarily intended to encourage cooperation and teamwork rather than individual performance. The bigger the group, the better. Get all of your agents together and provide canvases as well as paint supplies. Each agent is responsible for painting one canvas. However, the canvases must ultimately come together in the end to create one coherent “big picture.”

You can either tell the participants what the picture should be or ask them to come up with an idea. The activity helps foster an individual sense of achievement in creating their own canvas,as well as a sense of collective collaborationby seeing each canvas come together to create the ‘big picture.’

As a bonus, you can even hang the finished pictures in the office for an enduring morale boost. Host a monthly or quarterlyoffice ‘makeover’event and create these paintings on a regular basis.

 

***

Daphne has been writing about customer service topics for many years and currently writes on behalf of the call center recording specialists at Kova Corp. In her spare time, she enjoys capturing moments through a lens; traveling to new and far away places; cheering on the Florida State Seminoles and playing with her 3 lb. dog named Nolan. Follow her on Twitter @daphnelefran

Tags: , ,

Shariq Toor

Shariq Toor is Content Strategist and Outreach Expert at Marketingzen. He loves discovering the latest trends in Technology, Social Media, and Health. In his off time, he practices landscape photographyand keep up with his favorite sports.

Latest posts by Shariq Toor (see all)

8

Content Curator

Shariq Toor

Shariq Toor is Content Strategist and Outreach Expert at Marketingzen. He loves discovering the latest trends in Technology, Social Media, and Health. In his off time, he practices landscape photography and keep up with his favorite sports.

More Curations by Shariq