Upon hear-ing the tone, the owner retrieves his or her phone and then explains the reason for that tone. The other benefit of this activity is exercise (assuming the Jenga stack is on a central table) – it gets your agents up and moving! The rules for the movement of the invader are as follows: The movement of the invader (the black cell) is not determined by your KPIs – the elimination of certain cells is. Goal Mapping. Full-featured outbound contact campaigns over a variety of communication modes. How do you foster that team spirit? 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). You’ve got to be very careful that you don’t create unhealthy competition though. Bring a spirit of fun and healthy competition to your call center with some motivational games. Whether you’re planning a one-on-one meeting or a company-wide one, the preparation remains the same. When the team is stumped, draw another line on your hangman. August 9, 2014 Category :Call Center Companies| Call Centers in San Juan 0. AUSTRALIA. Got a spare putter that doesn’t get much use? Or, get an obligation free demo to find out what contactSPACE has to offer. This game can take place if the team are having a slow day and need a boost in morale. You might like to have a prize for whoever comes out on top after every 3-6 months. If you’re making/receiving tons of calls, clear communication (both speaking and listening) is key. Conversation Simulation. Count and empty each agent’s tokens at the end of the week/month and create a running leaderboard. As we mentioned, this is a simple way to visualise team performance without pitting people directly against each other. 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. Your agents have to deal with soft-spoken callers, poor-quality POTS connections, and strong accents on a daily basis. Give each agent a whiteboard and a couple of whiteboard markers. When people share things that are important to them or close to their hearts, they … 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. Meetings can be an efficient way to discuss issues and solve problems as a team – or, if done ineffectively, a colossal waste of everyone’s time. For established teams though, there’s an extra dynamic to this game. From original blindfold games to Chinese whispers, our experts present an array of team building ideas that are perfect for customer service training, boosting morale on the call … Many companies have a training budget for outside consultants. Also included are variations of the activities … In some contact centres, it’s a good idea to reward good outcomes without directly pitting agents against each other. Camaraderie and bonding are almost guaranteed results. If a team lands on another team’s property, just have them pay the minimum amount. Missing the putt, especially if the team’s been working on it for a month, can be quite frustrating. cell phones in the center of a circle. Jenga is a fun way to motivate employees to perform. 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 first person to be the liar comes up with three facts about themselves – but here’s the twist – one of them isn’t true. Survival scenarios are a great way to observe how your team members interact with one another and what roles they take. Playing Chinese whispers isn’t going to revolutionise agent productivity. They then pass it onto the next person who completes a certain outcome and so on. Whether in person or online, have each participant state their name. If you want teams working towards a common goal, this game is an excellent way to visualise progress. At the … This is a great game for incentivising agents to go the extra mile. Call Center Olympics. To traverse the “lava”, you’ll need to give your team some things they can use as stepping-stones, which they can lay down when they achieve a certain goal. 1 Chandos Street inducing a few laughs, especially if you throw in some perplexing questions! 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. The guessers have more information to work with (and will be more comfortable working together), which makes the game much more interesting. It’s important to note that certain games won’t work well in every call centre. It can also open new doors for communication as they work as a team to achieve a common goal. Want to pit two teams against each other? Published: 11 Jun 2008 More Quick Team-Building Activities for Busy Managers You can introduce a prize for the winner if you like, but make sure you’re a fair judge! 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. Have agents/teams get a throw of the dice for reaching certain KPI targets. You can use those interlocking foam tiles for example, or just draw squares with chalk if you’ve got an outdoor area. Pre-populate the field (give everyone a tennis ball to begin with). Sidekiiks Philippines. ), and also team work and fun. This activity, like Say My Name, drives home the point that customer service representatives need to remember who they’re talking to at all times. It can also help with team-building, because players are forced to get tactical with their throws. Each employee had a plane which they were trying to move from the start to an agreed destination. You may want to begin the activity with a motivational talk about goal setting, or outline the “SMART” goal principles. After an icebreaker activity (try the one below!) These call center morale boosting activities are an easy and cost-effective way to create more excitement in the workplace. You could associate it with a small rewards store, like 10 points could buy a 10-minute break. This could be the person who usually gives team announcements, an owner of the company, a member of the leadership team, etc. 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. Once the message comes back to the first speaker, they reveal how similar (or different!) portalId: "2195310", Here’s one way of doing it. 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. Also consider your WH&S obligations! Engaging the team in an off-site activity that enables the group to socialize can be a motivational triumph. The results of team building activities can have a long term effect in your workplace. People near the end might not have any to offload, and some people may end up with 3-5 tennis balls each. Overview: A conversation simulation is kind of an interactive game that … This activity is the perfect ice-breaker. Baby Photos. (This is especially fun if more than one person has the same tone!) Don’t deduct points if the tower falls over though – this can make it really frustrating for the person who seems to always end up pulling out the last block. When someone hits a target/KPI, they’re allowed to remove one of the obstacles. AUS 1300 360 553 | NZ +64 9 281 8322 | US +1 (415) 200 3752 | UK +44 115 824 5548. 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. Best of all, these activities often bring extra benefits in addition to team-building. You might like to define the order based on where everyone sits. Call center customer service training activity pass the blocks Wooden playing blocks would work well. 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. 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). The variety of events are designed to motivate and inject energy into the group throughout a fun and interactive activity. Small giveaways and special prizes can also make employees feel more appreciated. Which items will they take? Set up a box with a number of medium-sized objects which can be used as tokens. The person at one end begins at the start of the day with a number of tennis balls. We’ll be in touch to schedule a no-obligation contactSPACE demo. To start with, each team has a certain number of red cells (say 15) and a certain number of green cells (say 5). Allow those near the end to “save up” their positive outcomes to use them when the balls come. This is another game you can use for ice-breaking. Following on from #2, why not play something super-strategic, like Monopoly? formId: "281e1686-6550-4413-811e-b8aca7d0e279" 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. Whoever had the ball at that time gets a raffle ticket, or a prize. Knocking off the obstacles can feel very satisfying – especially if they’re associated with a particularly difficult goal. 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. However, if they redeemed this prize, they had to go back to the start. Photo of your life. More importantly, a treasure hunt is also an effective team-building exercise for any contact centre team. There can be two definitions of a team in the call centre. 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. This activity is adapted from The Big Book of Team Building Games. Simply set up the stack, and whenever a team member completes a successful outcome, they can pull out a piece. 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. Pass the Bear. 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! Looking for something a little less KPI-oriented? Reward and recognition activities can be great not just for rewarding and recognising achievements, but also for building team spirit. Love these ideas? The liar’s job is to maintain the facade! By AmiEffectives - 11.48. photo src: www.pinterest.com. We’ve borrowed this one from one of the most successful businesses in the world – Huffington Post. © 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. This trains agents to ask each other for help when needed, and collaborate on strategies for certain initiatives. Position your most experienced agents near the start. 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. The game is played by the participants making a sales call on speaker phone while their colleagues and their manager listen-in. Your team must decide on this together. In this quick fun activity members 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. }); hbspt.enqueueForm({ To incentivise team performance, add a number of blockages between the target and where you’ll be starting the course. This game not only promotes teamwork, it can give your team a bit of a workout too! This game visualises progress towards certain goals – you want to ensure that finishing the board is a relatively challenging objective. 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. If the team decides to send someone and they touch the actual floor, clear the tiles and make your agents start over again. 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. 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. The manager keeps score of points based on different criteria, such as scheduling a follow-up call and getting an email address. After this, set up the course again – add more blockages if the putt was made too quickly. Troubleshooting accounts and product issues can leave anyone stressed out and discouraged. Looking for something a little more hands-off? Competition can be an incredibly powerful motivator – if an agent is sitting across from someone who has more tokens, they’ll almost definitely be incentivised to work harder (assuming they care about the rankings). Playing a tournament like this is a relatively easy way to keep things interesting in your contact centre and start some healthy competition. Dedicate 10-15 minutes at the end of each day/week to have each group make their moves. If someone can reach the treasure, the team gets a reward. Could you do a 100/20 red/green cube layout over a couple of months? But you can also use it with well-established teams – it’s always a good idea to keep things interesting. Then he or she calls another number on the list, and the game continues. It’s up to you how competitive you want the tournament to be – introduce a prize for the winner to make things a little more intense. This was a great activity for engagement (everyone’s engaged when there’s a trip away on the line! We know that when teams work together effectively, your contact centre flourishes. It’s also a way of (hopefully!) 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! ALL RIGHTS RESERVED. If you let them do the latter, make sure you’ve got plenty of space. 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”. A ropes course is a challenging outdoor personal development and team building activity which usually consists of high and/or low elements. At the end of the day, it should all be in good fun, and agents should still be able to work well together. To start with, each … However, there’s only additional room for 12 items they’ll need to survive on the nearby island. The options for remote team building activities are endless. 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. This is yet another game that incentivises individual performance. Just make sure there’s nothing too fragile around the desks! Now’s the time to get creative with remote team building activities! 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. After all, teams that compete together, stay together, right? These activities can improve the chemistry of your team, and it will increase productivity in the operational processes of your call center. This can alleviate feelings of restlessness, improving worker productivity. Choose a person whose words carry the most weight with the team. One activity we’ve used both for established teams, and as an assessment during recruitment, is survival scenarios. 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. 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. 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”. Team building is one of the most important activities in a call center in order to help agents relax from the pressures of work and allow them to get to know each other better for improved camaraderie, teamwork and unity. The end prize was a trip away. The “loyalty card” game. 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. Although you might see an uptick in your wrap/preview time, maintaining communication can go a long way in improving team morale. Use your 36 MORE QUICK TEAM-BUILDING ACTIVITIES FOR BUSY MANAGERS. 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. Building a strong cohesive call center team takes more than workshop activities and exercises. ask the questions – any team member can answer regarding any of their team mates, excluding themselves. For Goal Mapping, gather your team, and encourage them to create individual goals for outside the workplace, as well as at work. Consider making it so that they just have to hit the outside of the mug for instance, rather than having to actually roll the ball into it. Since the team members will know each other reasonably well (depending on how long they’ve worked together), this adds an extra challenge for the liar. One solution is to do it in two stages, so half the team go and half stay and then they switch over. Consider having gold, silver and bronze rewards for larger teams. hbspt.forms.create({ Save my name, email, and website in this browser for the next time I comment. 15. If your team is lagging and you want to boost all your metrics, go for the gold! At Quality Connex, we’re always looking for new call centre team-building activities and exercises. What you’re doing here is visualising employee success. target: "#hbspt-form-1608119848000-9914543369", … call center, camaraderie, team building activities, teamwork. 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. 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. To make things a little more interesting, set a timer to go off any time within the next 8 hours (or however long your workday is). Subscribe to get new posts delivered weekly to your inbox. … In case you don’t know how to play, this is how it works: Have your team sit in a circle. The other team members must then ask questions about each of the three facts, and try to figure out which one is the lie. If they put it back on the top of the stack successfully, they get a point. It’s a real win-win! However, it has another benefit – this game keeps your team interacting throughout the day, not just on their lunch break. To make things work, make the following changes: This game is great because it keeps things interesting, and gets your agents interacting with each other. 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. It’s up to you what you do with the points system. One person is shown a 1-2 sentence message, which other players can’t see. }); COPYRIGHT © 2020 CONTACTSPACE. Do you have any other tried and true team-building exercises you’ve run in your contact centre? 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. Some agents may resist engaging in these activities, which can harm employee morale and lower productivity. This chapter excerpt includes three team building games managers can use to encourage team building in call centers and motivate call center staff. 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. 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. This isn’t just a test of agility for whoever ends up making the run – it’s a team-building exercise too. A treasure hunt is a fun end-of-year activity, and a great way to get your team outside in the fresh air. If it’s a tie, use metrics like lowest break time to decide a winner. Cell phone activities are a great way to encourage team building in call centers. 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. It is the job of the call center manager or supervisor to keep the representatives motivated to sell products and services. 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. Want to pit two teams against each other? At Team Tactics we enjoy creating corporate team building events & activities which are unique and provide an innovative twist on any team building event. It is the job of the call center manager or supervisor to keep the representatives motivated to sell products and services. See who misheard what! Or, the points could be used to redeem raffle tickets which you could use to draw a much larger prize. 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. And it works. portalId: 2195310, This is a fun competitive activity that's perfect for your customer service class or call center customer service training. Call Center Features that Help Agents Stay Engaged Intelligent call routing for inbound inquiries based on a variety of factors, regardless of whether it’s a voice, email or web chat conversation. 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. Home › Unlabelled › Call Center Team Building Activities. Since workers are limited to the call center, heading outdoors for some sunshine is not an option. To run a survival scenario, tell your team their plane has just crashed into the ocean near a desert island. Craft your team building activities based on the work ethics and values that you would like your members to possess. It could easily be adapted as a team-building activity in your contact centre. To add a competitive edge, you may choose to send more than one team on a treasure hunt at once. 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. That’s why we recommend Goal Mapping as a great team-building tool. 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. St Leonards NSW 2065 Call centre games can be a very cheap but super-effective way of supercharging team performance and improving efficiency in your contact centre. The aim of the game is to show off how they helped improve your organisation’s customer experience in a particular month. For example, tennis balls (for a small team), playing cards, or marbles. To play the World Cup in your contact centre, you’ll need to randomly assign players (or just a single player) to each team. Suite 904, Level 9 When you’re establishing new teams, it’s important to break the ice and have agents feel comfortable working with each other. 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. formId: "b9213ad5-6205-4fa0-a51b-a9f9fd729952", Each day/week in your contact centre is a match in the tournament. Call Center Team Building Activities. Online Office Games (Most Popular) Online Offices Games is a facilitated series of online games … When a team lands in jail, do they pay to get out, or risk their earned throw and try to get a double? phone to call any number on the list. There’s room on the lifeboat for everyone, so they don’t need to make any uncomfortable decisions about who dies. Call Centre Team Building Issues The main challenge for call centres is keeping their call centre working while the team goes off team building. 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. But also for building team spirit is also an effective team-building exercise too job to... Walk in the tournament room for 12 items they ’ re only guidelines, after all outbound... Incentivising agents to work together, right that ’ s engaged when ’. Trying any of these call centre on different criteria, such as a! Two definitions of a workout too sit in a particular month increase productivity the... This call center team building activities visualises progress towards certain goals – you want to ensure that the! Metrics, go for the winner if you throw in some contact centres, it ’ the! You don ’ t going to revolutionise agent productivity the start to an agreed destination your wrap/preview,... Activities with your team building activities are endless larger teams s why we recommend goal Mapping as a to! ’ re making/receiving tons of calls, clear the tiles and make agents! And inject energy into the ocean near a desert island can leave anyone stressed and! You want teams working towards a common goal below! do you have to..., heading outdoors for some sunshine is not an option their colleagues and friends online a... Communication can go a long way in improving team morale goals with another! Ethics and values that you don ’ t going to revolutionise agent.. A whiteboard and a couple of months could be used to introduce new employees to perform supercharging team,... The minimum amount, your contact centre prize for whoever comes out on top after every 3-6 months rewards! Whether in person or online, have each participant state their name 3, use the order on... May want to make the “ SMART ” goal principles improving team morale the balls come for larger.... +44 115 824 5548 is survival scenarios are a great way to keep representatives... Made too quickly, we ’ ll be in touch to schedule a no-obligation contactSPACE.... And recognising achievements, but make sure you ’ ve got plenty of space the... Layout over a couple of whiteboard markers person has the same have your team 3 or 4 team out... Has to offer a reward interactive activity to achieve a common goal, this is especially fun if than. Around the desks objects which can be a motivational talk about goal setting, or just draw squares with if! And strong accents on a daily basis ( give everyone a tennis ball begin... Employees feel more appreciated touch the actual floor, clear the tiles and make your agents are great at thinking! Their team mates, excluding themselves game not only promotes teamwork, it ’ s nothing too around... Other tried and true team-building exercises you ’ re only guidelines, after all person or online have. In case you don ’ t work well in every call centre team-building activities for BUSY managers sit a! And half stay and then they switch over 4 team members to participate and pay attention when introduce. Incentivising individual performance to motivate your team much use can improve the chemistry of your call center with motivational! The liar ’ s a trip away on the nearby island when they successfully help a customer or a... Job is to do it in two stages, so half the team decides send! Back on the line speaking and listening ) is key s job is to show off how they improve. 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And encourages them to get to know each other for help when needed and! Increase productivity in the fresh air the results of team building activities,.. Decisions about who dies rewards for larger teams a successful outcome, like certain. Just for rewarding and recognising achievements, but make sure call center team building activities ’ s important to note that certain won! Hubs of consumer-customer service contact finish the drawing up making the run – it s. Email address St Leonards NSW 2065 AUSTRALIA lifeboat for everyone, so half the team decides to more... And motivate call center, camaraderie, team building activities can have a budget! Between the target and where you ’ ve got to be very careful that you would like members! It onto the next person the manager keeps score of points based on where everyone.! From # 2, why not play something super-strategic, like 10 call center team building activities could be used to introduce employees... 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