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Do you play games in your contact center? Handling customer contact can create stress so why not bring a little fun into your center that improves morale while increasing productivity?
What games do you play in your contact center? Sometimes a game of bingo can improve schedule adherence and attendance. Making mystery calls that randomly ask agents customer service trivia questions can improve skills or product knowledge. Playing games can create a team that works hard. I’ve had some people ask me for the details on adherence/attendance bingo, which is great to implement on Mondays or any other day prone to high absenteeism. Here are some tips for playing:
Print some bingo cards for your center. If you are feeling creative you can make them in PowerPoint or Word, or you can create your own custom bingo cards with customer service related words using this free on-line tool here.
It’s always fun to use call center and customer service words like:
ACD, IVR, Smile, Empathy, Greeting, Closing, Troubleshooting, CRM, Agent, CSR, and any other acronyms your company may have.
Once you have the cards made, distribute them and inform employees that you will be calling bingo words throughout the day, just like any other bingo game. The key is to randomly call words throughout the day utilizing screen pop messages, reader boards, phone displays, or any other place you can send a text message across your center. Email is also an option. Sometimes the company or department intranet page is great because it encourages people to use those tools.
And then play! People don’t want to miss the fun so they are more likely to show up. Also, mix it up from time to time. Play Monday one day and a Thursday some other time. Don’t forget 2nd and 3rd shifts either. What happens over time is that you develop a culture where people want to show up everyday just to see what might happen.
Prizes. Most any prize will do, but if you lack the budget for movie tickets or gift cards, don’t let that stop you. Here are some ideas for rewards that won’t take a bite out of your budget.
1. Reward people by having managers/supervisors wash the winners car.
2. Have a manager/supervisor take calls for that person, and give them an extra break that day.
3. Let them learn something. Cross-training is a great reward!
4. See if they can attend a meeting with someone from the executive team. Maybe they can even be a customer service ambassador, depending on the kinds of meetings your executives might be attending.
5. Potluck dessert rewards. Food is always welcome in most contact centers!
6. Model the service culture by letting winners serve on behalf of your company at a charity event, soup kitchen, habitat for humanity, etc.
7. If they are capable, allow them to teach or speak to a new hire class or help with training in some capacity.
I bet you have some suggestions. Do you? Let me know! I’d love to hear from you…
Are you Customer Driven? Are your customers working for you to reduce operational costs while improving employee performance?
