Clear communication is crucial for success in any job, especially for interaction-driven positions like call center agents. Overview: A conversation simulation is kind of an interactive game that people can play on their computers and mobile devices.
It imitates a conversation between the agent and other characters, for instance a customer. Each dialogue step can be based on a real business case from your practical experience.
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. To see just how engaging and realistic conversation simulations can be, take a look at this dialogue simulation that trains car salesmen on how to deal with customers. Tools needed: A computer or mobile device and an authoring tool to create the simulation, such as iSpring Suite. Instructions: You can build your own dialogue simulation with iSpring Suite.
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. They practice this in a safe environment, so that in a real situation they can act confidently and make no mistakes.
Everyone can train individually whenever and wherever they want. Number of participants: Two or more people. Why play it: This game teaches some crucial customer service skills, primarily listening skills.
You have to build upon what was said last. A bad conversation habit is to be overly focused on what you want to say. It also teaches flexibility.
Bottom line? Number of participants: Four or more people. Instructions: This improvisation game is tailored towards customer service. Why play it: This is a useful exercise for both groups. Tools needed: A pen and index cards. Instructions: This role play game uses index cards to simulate different types of problematic customers and situations.
Tools needed: A pen and name tags. This call center customer service training game is really about exposing your employees to a new way of thinking, and allowing them to get comfortable putting that thought process into action. Tools needed: A s topwatch, a w histle to signal the end of one minute, a w hiteboard to keep score. Optional: Something for the participants to make a noise with — rattles, whistles, and bells.
Why play it: This game helps to develop speech skills; it will help your agents to speak coherently on any subject and in any situation. Number of participants: Five or more people.
Tools needed: A pen and paper, b ingo cards. Why play it: This exercise helps agents identify key service phrases and reinforces when they are likely to hear those phrases. The ball changes owners throughout the day. You can award the person who has the ball at the end of the shift or select random prizing times to keep the motivation and excitement flowing all day.
This call center game works excellent in Sales and Debt Collection call centers. A simple way to make achieving goals more exciting and less monotonous is to have small games for a chance to win. There is an infinity of games agents can play when they reach a KPI or milestone, from shooting a ball in a hole, picking a random prize from a mystery box, spin a roulette, or getting a clue to find a bigger prize. You can implement these types of games for smaller goals implemented to keep the agents focus on their metrics and avoid the concentration of the effort for the end of the month.
Before implementing these games in the contact center, one of the best practices is to use insights from your agents' scorecards to identify the areas of opportunity. That way, you will support your agents where they need the most help or motivation. And after a period of time, you need to evaluate how those areas have improved and see if the workplace is more exciting, agents are motivated, and more prepared to contribute for the success of the company. In our years of experience establishing Nearshore Contact Centers for top U.
If you would like to know more about how we do it contact us! November is here, and the Thanksgiving season has come. The perfect time to thank all Every year, the financial industry moves closer to democratization. Costumers have more options than ever Why do call centers need it? Contact centers have usually been seen as cost centers. Of course, providing customer service and News 03 June Hits: Everything below is, of course, always taking the appropriate measures due to the new normal.
There are many great ice-breaking ideas that you can use. Here are some ideas: Find something they have in common outside of work. Of course, we had to include a makeshift party game, and why not go with the classic Pass the Parcel! The parcel starts with the first person to get a sale — unwrap a layer! There may be mini prizes between the layers! This idea, submitted by Steven, incorporates this principle, and the object of the game is to have agents pretend they own their own multi-million-dollar store franchise.
Indeed, in an example sent in by our reader Sydney, all you need is a wipe board, a red and blue board pen and a set of dice that are different colours. To play this game, draw a grid on the wipe board with 1—6 across the top in red and 1—6 down the left side in blue.
My team really enjoys this game. For each sale… the individual takes a turn and can knock off a member of the other team cross their name off the list. To play this motivational game, split the team or office floor into two teams —you can either divide them equally, or choose teams like older team members vs younger team members. Find even more motivational game ideas in our article: Motivational Games for Call Centres.
You can help motivate your team by playing a game of snakes and ladders, and there are a few ways to play this game to keep up morale. Every time a member of your team achieves something, whether it be making 10 sales in a morning, or receiving a good quality score, they move up a square on the board.
You could also put smaller bonus prizes on the board, perhaps a free cup of coffee or a biscuit. Find a template of this motivational game to use in you contact centre by following the link: Snakes and Ladders Call Centre Game Template.
Motivational activities in the contact centre are so important because of the culture of being tethered to a desk by a set of headphones, having set shift patterns and having to be at your desk ready to take calls. Sounds difficult? Our motivation efforts are geared towards treating employees like adults.
We host fun event days and internal contests to motivate. This event strategy has become popular in contact centres and many have started organizing their own on a regular basis to encourage employees to bond with one another. Customer Service Contest are also organized for recognizing the latent talents of employees. The recognition they get further improves morale. So, be on the lookout for event-based games in amongst the following group of examples that we have put together! Where are the instructions for the Mr.
Customer Service?? I can think of many rewards for this theme…. In my contact centre I think it is extremely important to keep staff motivated and happy in their work environment, this is turn creates productivity and harmony.
Prizes can be awarded depending on the event and this need not be expensive either. It was amazing to see how much fun one winner had with a bottle of bubbles! Related Articles.
Motivational Games for Call Centres. Dan Moross. Carolyn Blunt.
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