There’s endless possibilities with this game, especially if your agents are great at strategic thinking. 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. Then, it’s only a matter of making two more smaller sales for them to win (maybe the fort could’ve been designed better?). 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). ![]() 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. The movement of the invader (the black cell) is not determined by your KPIs – the elimination of certain cells is. It cannot climb more than one block up.The rules for the movement of the invader are as follows: 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. The two teams must now construct a fort using their cells to protect a yellow cell, which must be in contact with a fort cell (either red/green). Each green cell is associated with a really awesome/rare outcome, like a much higher $ value sale. Each red cell is associated with a certain good outcome, like a certain $ value sale. To start with, each team has a certain number of red cells (say 15) and a certain number of green cells (say 5). Want to pit two teams against each other? Here’s one way of doing it. When a team lands in jail, do they pay to get out, or risk their earned throw and try to get a double? 4. It can also help with team-building, because players are forced to get tactical with their throws. This game is great because it keeps things interesting, and gets your agents interacting with each other. 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.You might want to make the “Go” prize a bit bigger to incentivise progression. If a team lands on another team’s property, just have them pay the minimum amount. 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.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. Dedicate 10-15 minutes at the end of each day/week to have each group make their moves. Have agents/teams get a throw of the dice for reaching certain KPI targets.To make things work, make the following changes: Monopolyįollowing on from #2, why not play something super-strategic, like Monopoly? ![]() 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. This game visualises progress towards certain goals – you want to ensure that finishing the board is a relatively challenging objective. Snakes and laddersĮvery 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. 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. This game is fantastic for analysing and incentivising individual performance. ![]() You can introduce a prize for the winner if you like, but make sure you’re a fair judge! Consider having gold, silver and bronze rewards for larger teams. The aim of the game is to show off how they helped improve your organisation’s customer experience in a particular month.Īt 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. Give each agent a whiteboard and a couple of whiteboard markers.Īt 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. 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. In this guide, we’ll outline 14 different games you can set up as a manager to motivate your team. Sometimes, to really boost agent productivity, you’ve got to make things interesting, and get them engaging with each other on a regular basis.Ĭall centre games can be a very cheap but super-effective way of supercharging team performance and improving efficiency in your contact centre.
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