Answers: The best games for a call centre

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Team Building Games

Question: Can you recommend any games I can use in the call centre that will motivate my agents? Ideally, I’m looking for something where the outcomes can be used as part of our rewards scheme.
Answer 1

Courtesy of Tracy Newton-Blows, group HR director at Merchants Group (www.merchants.co.uk)

Tracy Newton BlowsThe first consideration for any manager that wants to enter in to team-focused motivational games operating within a contact centre environment is to ensure they have the budget, time and dedication required to make it a success. Without all three components firmly in place, any company-wide initiative will fail due to a lack of engagement and belief by your staff.

However, when available in abundance – working in collaboration with creativity and imagination – you can visibly see your results, and your staff can be motivated to achieve significantly improved levels of performance.

The use of call centre games has grown and developed from ‘Treasure Island’, through to enormous versions of ‘Snakes and Ladders’ leading to the current vogue of Play Station tournaments (where achievement of sales equals time off dialling to play in tournaments league tables and so on).

But to be clear, the term ‘games’ has come to represent two separate types of team activity: short-term quick bursts of fun and energy as described in Robert Epstein’s Big Book of Motivational Games, and long-term engagement strategies that serve to motivate a centre over a pre-determined period of time.

Both types are valid but, in terms of which works best, I find that those work-related, sustainable competitions that are open to all employees are better at ensuring inclusivity and engagement. An appropriate example is a points-winning competition or recognition scheme, which may be termed a ‘Championship’ or ‘League’, and which is applicable to either individuals and/or teams.

Relatively easy to design and implement, every individual may automatically be entered in to a programme where all participants can earn points for all applicable centre-specific criteria. Typically these might include attendance, punctuality, call average handling time, realisation of quality targets and mystery shopping scores.

Following an appropriate qualifying period of monitored time – one where tables and positions are diligently updated – the winners may redeem their points for prizes according to their final place in the league. You might, for example, want to badge them as Olympic-style gold, silver and bronze medal winners.

In summary, through the use of games you can engage your staff and get their buy-in. In turn, you and your company will reap benefits in terms of tenure, capability, performance, profitability and engagement.

Answer 2

Courtesy of Helen Powell, telephony operations manager at Barclays Gadbrook Park (www.barclays.co.uk)

Helen PowellBe wary about using the word ‘games’ with agents. In trying to motivate them, using such a term might alienate older staff or those who think that call centre work isn’t taken seriously enough as it is. Rather, consider team-building exercises like ‘Chinese whispers’ or ‘test your observation’ energisers. These highlight wider thinking, team work and improve self-awareness.

If you are looking at setting up a reward scheme, something that you may want to consider is a ‘product knowledge challenge’.

The objective of this exercise would be to encourage ownership of self-development through working together as a team. Each team is given a product per month/quarter to champion. It is then that particular team’s responsibility to up-skill the other teams to the same level of product knowledge through whatever methods get the best results – for example, through quizzes, tests or presentations.

After this, the management team will independently test the knowledge across all the products and teams – by randomly selecting and testing an equal number of staff from each team – at month/quarter end.

Two prizes/rewards might be allocated. The first prize would go to the team that has delivered the most effective product training for the product that is best/most widely understood. The second prize would go to the team that has the overall highest scores on product knowledge across all products.

By distributing two prizes, this will encourage effective delivery of accurate product information. It will also encourage ownership to learn/increase product knowledge.

Answer 3

Courtesy of Chey Garland

Chey GarlandIncreasingly, call centre training is becoming far longer in duration, greater in scope and content, and more challenging in terms of the learning approaches and methods used. Therefore training games can not only provide opportunities for introductory ‘icebreakers’, but also a welcome respite from the main training content while strongly reinforcing those training themes previously introduced and explored.
The games we employ at Garlands are voluntary, yet people are enthusiastic to take part. One such team-building game is used during agent induction – usually towards the end of the very first day of training.

‘Light tight’ blindfolds are given to each group and a number of plastic pieces of various colours and shapes are handed to participants. Players are informed that there are seven sets of coloured shapes in total and that, without removing their blindfolds, the objective is to identify which one of the set of 35 is missing. The only external help is provided by a referee – someone who is allowed to identify the colour of any piece held up by a player.

Slowly, and often after some initial confusion, most groups make steady progress. They typically develop a verbal code for describing the shapes involved and, when it is realised that the pieces are in colour sets, will identify each colour and shape present. By a process of elimination, the missing piece is revealed.

As well as being great fun to take part in, this game teaches critical team skills: the importance of developing precise and well-honed communications skills, and the need for each individual within the team to play a full part in order for the team to achieve its group task.

Another popular team game is one we use during ‘academy’ training – the top-up training that each new team receives during its first year of formation.

This is an outdoor activity game that requires each team to cross an imaginary chasm. The only equipment they can use is what is provided. The instructions are precise, and it is only at the end of the game that the purpose is revealed.

Far from having to physically transport all the gear, an easy shortcut is available that only the most patient and attentive teams detect. Again, as well as being hugely enjoyable, the game serves as a reminder that a little knowledge can be dangerous and even lead to complacency and ultimately failure. It also reinforces the importance of working together as a team.

13 Jan 2006 - Filed under Call Centre Answers , , ,

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Comments on: Answers: The best games for a call centre

What about games for a sales driven call center?

There are so many different options that can be implemented to encourage fun and friendly competition. You can pretty well take any card game or board game and make it a marketing incentive program. For example draw scrabble tiles for each sale and then the person that can come up with the best word at the end of the contest wins a prize.

I have ton’s of ideas and have successfully run an outbound call center on a limited budget for 10 years.

Posted by Isaac — 4 Sep @ 10:38 pm

Can you please elaborate a little on these games.I have a team of 60 callers (outbound),games that i can play on floor with maximum number of callers.

Thanks
Divya
:)

Posted by Divya — 15 Sep @ 1:00 pm

i would love to hear some of those too Isaac! any you could share would be great.

Posted by Debra — 6 Oct @ 5:08 pm

what kind of games and practices that can make the Customer care call center atmospher intersting ?

Posted by haitham |Elfar — 14 Oct @ 1:02 pm

I play a game called Toss the Boss. One day a week, for every sale that an agent makes I give them an extra imaginary $3. They’re more than welcome to take the $3 and add it to their bonus for the day. However, they can also gamble and ‘Toss the Boss’. We flip a coin, and if they guess heads or tails correctly they get $5 instead of the $3, if they get it wrong, they only get $1. Inevatively, everyone plays, but it’s optional and it ensures that there is always a reward. The staff love it and it becomes a really big and enjoyable battle between the sales reps and myself. They all gang up and want everyone to get the $5 and beat the boss. Great for team building and reward giving; a cheap game that has a big effect.

Posted by Owen Richards — 19 Feb @ 11:18 pm

Try a Bingo Game. If your call center is anything like ours, we take calls from all over the U.S. Create a bingo card. Put a variety of states on the card. One state for each square. Obviously, there will be states more apt to place orders than others so fill the card up with those states, but put a couple of tough ones in there such as Utah, New Mexico, Hawaii, etc. to make it exciting. Also, under each state put an area where they can write down the Sales Order#. For every order they take, they look on their bingo card. If the order is from New York and they have New York on their bingo card, they write in the Sales Order#. You can play traditional bingo where the player must have 5 or 4 squares filled in with Sales Order#’s including a free space in a row, or you can play other versions such as 4 corners, postage stamp, etc.

This is a great way to keep the excitement up for the day not to mention improving number of calls answered.

Good luck and have fun!

Posted by Chris — 6 Apr @ 4:26 am

Every day Team Building activity in a Call Center environment that does not effect production.

Posted by Tariq Lakhani — 27 Jul @ 2:09 am

Hey guys I’m running a call centre of about 20 staff, if you have any ideas of some games we could do on a limited budget that would be excellent.

Posted by Steven — 10 Oct @ 3:58 am

Draw a grid on a dry eraser board. Letters on one side, numbers on the other. Depending on the number of reps, you want to have many more boxes than reps. “Hide” prizes that the manager has predetermined. For example, a rep makes a sale and gets to pick a box. Under box 3d there could be a small cash prize, an extra break, a snack etc. You can play it two ways. Reward the pick right away, or leave the names in the boxes until the contest ends and reward reps then. Make sure the manager has chosen the winning boxes ahead of time and has written the winners down so reps know everything is fair.

Posted by Steven Boring — 13 Oct @ 12:40 am

Tools – Wipe board and a set of dice that are different colors or can be marked a different color.
Draw a grid with 1-6 across the top (in red) and 1-6 down the left side (in blue). For every sale (or any initiative) your reps get, they put their name/initials in a box. Once the board is full, roll the dice and the numbers that match is the square that wins. You can make the prize whatever you want. My team really enjoys this game.

We also play Battleship. You’ll need a wipe board and you will need to draw two grids 1-10 down the sides and A-J across the top. Split your team into two groups. On a sheet of paper, you plot the ships for each team – 1 ship = 2 squares. 2 ships =3 squares. 1 ship = 4 squares and 1 ship = 5 squares. For each sell (or initiative), the rep gets to pick a square from the opposing teams board. The objective is to sink all 5 ships on your opponents board. The first team to sink all five wins! Let me know if I need to explain more. Have fun!

Posted by Sydney Marvins — 13 Oct @ 2:33 pm

We are trying to come up with different “Christmas” sales games for our call center. Any ideas?

Posted by Diane Huber — 1 Dec @ 7:42 pm

Any one has a 1 minute games for an Inbound setup, or games for a group of 10-15 reps at a time…

Posted by Praveen — 18 Mar @ 10:45 am

There is a brand new solution to this problem. I was a sales manager for many years and I had to develop sales incentive games to motivate my employees. It was always time consuming and although they worked very well they were at best semi professional looking.
Motivaids are a professionally produced game board which acts as a visual aid and uses a patent pending random reward system as well as an overall contest to keep sales people motivated. There are four different designs, THE HEAT IS ON which is a thermostat, THE RACE TO THE WINNER’S CIRCLE which is a road race, THE KING OF THE MOUNTAIN, which has sales people climbing to a peak and THE RIDE TO VICTORY which is a horse race.
These are so inexpensive and easy to use, they just make sense.

Posted by Ace Starry — 3 May @ 3:12 pm

you have alot of sales call center games.. we are a tech support call center and looking for team building games. and maybe reduce stress..can someone assist please.

Posted by maria — 13 May @ 9:59 pm

i would like to know also…

Posted by Anonymous — 28 May @ 6:57 am

Hi i have a team of twenty people which i need to keep motivated. Do you have anything that i could do to keep them energized.

Posted by Rafiek Otto — 7 Jun @ 6:14 am

PASS THE PARCEL

Very simple game, every time sales staff get a sale they get to open a layer of the parcel. use post it notes as corisponding prizes. we use things such as energy drinks, little bags of chips or small choc bar, maybe even some boobie prizes.
We sometimes will get bottles of wine and beer and put single bottles as prizes.

Cheap and works a treat

Posted by Anthony — 9 Jun @ 4:37 am

I run a call center of about 20 agents that generate about 10-20 deals per day per agent. A game that they love to play is called Survivor Island. I start off in the morning and write all their names in a big circle on the whiteboard. Everytime an agent gets a lead they can erase someone’s name off the board. If they get a lead and someone has already erased their name they can put their name back up. It is really fun to watch the agents team up against each other. We start the game on Monday and if nobody wins we up the prize and continue it on to the next day. It has lasted like 5 days before.

Posted by Lisa Stroh — 27 Jul @ 8:30 pm

Hi I’m trying to find a game on the importance of creating call continuity for Drug representatives (the importance of taking call notes after each call. Any idea? thanks a lot

Posted by Joy — 4 Aug @ 8:18 pm

Hi i have a team of 30 people which i need to keep motivated. Do you have anything that i could do to keep them energized.

Posted by Rakesh — 9 Aug @ 12:10 pm

I am currently working on a book of call centre reward and recognition programs and ideas and would love to get your input on a brief survey. If you are interested, please add a comment in the box below. If you complete the survey I will send you a copy when it’s completed.
I’m looking for input from 2 groups – front line call centre agents, and team leads/supervisors/managers.
Thanks in advance

Posted by Kim Vey — 10 Aug @ 7:14 pm

I work am a supervisor at a large call center, with 75+ agents on the campaign. The Survivor Island game sounds fun. We’re about to try it now. Looking forward to other great ideas!

Posted by Dusty — 12 Aug @ 4:39 pm

Hi Kim,
More than happy to participate in your survey.

I have used a sales pinata to great effect.
Stuff it with lots of small prizes and at each sales meeting the reps who made sales the day before get a wack.
Make sure you have room for this so no one gets hurt. I find it not only encourages sales but also team bonding as everyone gees the others on so they can all get in the free for all when the goodies come out

Posted by NickD — 2 Sep @ 1:18 pm

im a canvasser get me out of here , take their own personal goal for the shift and when you have all the numbers in , tell them as they hit their own target they can leave the shift

Posted by Andrew — 12 Sep @ 10:12 pm

PICK A PRIZE Go to the Dollar Store & pick a bunch of prizes….Set up a table and let them pick a prize every time they get a sale….ect.

BINGO BANGO BONGO
Fill up 3 Envelopes with a prize or cash. Label them Bingo, Bango, Bongo. Determine how they get an envelope. Once they are all out they steal them from each other all shift. Whoever has envelope at last call opens it and wins prize!!

MINI AUCTION
Let them earn Fake $$ all week/month long. Auction off prizes at the end!

PICK A SUCKER
Put dots on the bottom of suckers and if they pick one with a dot they win something.

MYSTERY PRIZE
This is one of my favorites. They have no idea what they need to do to win!!! Its a mystery. Once the shift has ended the envelope is opened and the person who accomplished the goal the best wins!

Posted by Brooke — 15 Sep @ 1:41 am

I work at an inbound call center for tech support with 60+ agents. We do not have any sales goals to hit, are there any other games we could play?

Posted by Julie — 22 Sep @ 1:04 pm

I’m a manager in a customer services team in an insurance call centre in the UK- we pride ourselves on being a bit different. We have one of the largest call centres in the UK and hold a majority stake in our market. It’s due to us being ‘a bit different’ that we’re market leaders today. It’s also prudent to mention that we also have one of the lowest attrition rates of any UK call centre too. So not only are our customers happy, so our own staff.
I’m always struggling to find ways of keeping people focussed, happy, and excited. It’s really important in a call centre as it’s usually a demanding, dry, often dull experience which can demote even the hardiest of people.
I love simple little games to keep us all in the mood on a Monday morning or rainy day.
This one works really well.
P-O-T-B-L-A-C-K
Simply write ‘pot black’ (or another phrase) in the middle of a piece of paper and hand a copy to each member of your team, each time a handler takes a call from someone who has a registration or postcode starting with P, O, T, B, L, etc…. they cross one off, the one who completes the sentence or phrase gets to leave 10 mins before their shift end.
Another game which can work well purely to promote fun in a dry call enter environment is
CATCH PHRASE
You start by writing a list. This can be common catchphrases and quirky anecdotes or even song titles down and the person who manages to find the best way to sneak it into a call wins.
I once had to try and say…’I’ve always wondered what it’d be like to be a lion’ and even sang to a customer down the phone. This is a great game and really keeps us going. I plan on doing a Christmas-song titles catchphrase game for mid December onwards.
Emagine how funny and cheesy it is to hear someone saying they’ve ‘Been dreaming of a white Christmas for months.’ Be careful to think of the implications of what is being said to the customer/client though, if you’re not, you could end up with a poor service issue.
Another is…
(Product name) ~BOB.
We’re targeted on selling a particular product at the moment… Vehicle Breakdown Recovery Service.
I brought in a garden gnome named him BREAKDON~BOB and said that every time someone makes a sale they get to let him live on your desk. The person who finishes the day with him still on their desk gets a prize.

If anybody has anymore ideas please please post them. It’s little nuggets like these that make such a big difference.

Posted by dan — 3 Oct @ 2:21 am

Try hangman, fun and low cost =)

Posted by R Davies — 28 Oct @ 11:43 am

Please share some games for in bound call center for a 75+ bunch of people….

Posted by Nish — 4 Nov @ 12:09 pm

Hi All, I run a sales floor of about 20 and have a few for genrating sales leads;

5 Lives – Everyone in my office sits in pods of two facing each other, I put 5 helium balloons in between each desk and for every lead they achieve as a team they can go and pop one of the other pods balloons – a prize for the team who pops 2 first, a prize for eliminating a team and a grand daddy prize for last team standing…

High or Low – Get some giant cards and for every 2 leads produced you get to play a round of high or lower… save the games up and finish the day slightly early so you can get all the team round shouting for “higher” or “lower”.. always good for a laugh.. have the theme tune on loop in the background…

Loving the survivor island and battleship games, going to have a bash with them tomorrow.

Posted by Adrian Sweeney — 15 Nov @ 6:42 pm

Hi, I run a small outbound phone room, we do not sell anything, we set appointments. I would like some insight on low budget games to lighten things up in the room. Any ideas would be great!!

Posted by Jenny Anderson — 19 Nov @ 2:37 am

We used to play ‘dodgeball’ and it used to go down a storm!

Using a flip chart pad / white board split the team / office / floor into 2 teams, girls v boys or whatever. The teams need to be of equal sizes and all individuals will be listed on the chart.

For each sale / successful call outcome / set target the individual takes a turn and can knock-off a member of the other team (cross their name off the list)

Eliminated team members can no longer play until they are re-instated (have their name put back on the list) by another ‘live’ team member on their go rather than knocking out a member of the other team.

As pride was at stake no prizes were ever needed! :)

We have played this with up to 50 or 60 agents and as few as 8 – 10.

Posted by Ruth Martin — 19 Nov @ 5:30 pm

I love that idea, thank you Ruth, and the hangman idea went really well, it’s funny how the little things can relieve stress in the office and create positive and productive attitudes.

Posted by Jenny Anderson — 16 Dec @ 2:07 am

Thanks for these posts. Some very good ideas.

Posted by Terry Moorehead — 22 Dec @ 12:43 pm

I’ve just finished the battleship idea and with about 60 agents it is very time consuming. Any ideas on a way to make it easy?

Posted by Nicole — 28 Dec @ 3:12 pm

Hi Terry,

A week or so ago, someone mentioned a Battleships game to us, so we created an online one for Incentive Maker. This would make it much easier for you.

Posted by John Polling — 1 Feb @ 1:22 pm

Does anyone have a good game for a collection team?

Posted by Rachel — 6 Feb @ 12:14 am

I have just used Survivor Island! Excellent tool in creating high level of morale.

Posted by Emma — 17 Feb @ 3:56 am

love survivor island… going to try that tomorrow… Yesterday I stuck post-its on the wall with numbers and every sale my team got to pick a number which had a prize and there were 5 STAR prizes hidden.. Today we did “Its a Steal” we had 4 teams 4 and each team had vouchers which could be stolen from another team everytime a sale was made.. team with the most vouchers won.. real fun.. I thinking about a “Deal or No Deal” concept next week.. i’ll let you know what i come up with

Posted by Sanjay Majithia — 17 Feb @ 10:55 pm

Interested to hear about peoples experience playing Surivor Island

Posted by Richard — 26 Feb @ 6:35 am

Playing survivor island at the moment with a team of 16 staff, even im on the island too! We are a outbound retention team. I can honestly say, ive never seen the team so eager to retain, in the past retention was viewed as a chor due to its complexity, now my advisors tell me its fun! Thanks for the ideas guys, please keep them coming.

Posted by Sharif — 3 Mar @ 11:21 am

I adapted connect 4 into connect 6. Use a largge wall chart with 2 inch circles 12 accross & 9 down. Every sale the rep places a personalised, individually coloured disc on a circle. There cannot be an empty circle below as gravity dictates disc drop to the bottom. First rep with six virtical, horizontal or diagonal wins a small prize. Most small wins in a month wins the grand prize. They cannot save up sales an post several at once.

Posted by Dennis — 5 Apr @ 7:41 pm

I run a small call centre, there is only 6 staff. At the moment we are playing Poker. Certain upsells get a card, at the end of the month whoever has the best hand wins. The trick is, that you could have 10 cards so the more cards you have the better your chance.. I am limited to a very small budget but it works a treat.

I have also done a trip around the world. Certain upsells earnt certain points, the points were used to buy trips around to other countries. Whoever does the world trip first wins the grand prize.

Posted by Linda — 6 Apr @ 3:37 am

Fun call center games! You’d be surprised at what will motivate your team!

1. Steal the Balloon Game (You’d be surprised how hard people will work once you’ve stolen their balloon!) Hang 7-10 balloons at a designated area. For every sale, the rep will steal a balloon. Once all the balloons are stolen from the designated area, the reps will start stealing from each other. The rep with the most balloons at the end of the day, wins!

2. Dot, Dot, Square! Draw dots on a white board. For every sale made, the rep gets to draw a line. After 4 lines have been drawn, the rep will write their name in the square. The rep with the most squares at the end of the day, wins!

3. Divide your team into 2 groups. Give each group a phrase to spell. For every sale, the rep will get to add a letter. Each group that spells the phrase by the end of the day, wins! I always play this when someone has a birthday. You would not believe how hard people will work to spell “Happy Birthday Mark!” (The letters can be written on a white board OR hung with push pins on a bulletin board.)

4. Buy a roll of admission tickets at Wal-Mart. For every sale the rep makes they are entered into a drawing for a casual pass! The rep whose name is drawn out, wins!

5. The Sunshine Game – “Wherever you go, always bring your own sunshine.” Every team member has a black cloud hanging at the cubicle. To rid yourself of the black cloud, you must make a sale. Each person who ends the day without a black cloud looming over them, wins!

6. Divide your entire team into pairs. The pairs will be compete against each other to have the most sales by the end of the day.

7. Divide your group into 2 teams. Set a goal for the number of sales to be achieved. For example: Each team will work together for the entire week to reach 100 referrals. Individually, you’ll each need 5 referrals a day to achieve your goal. Each team that reaches their goal of 100 referrals by the end of the week, will win an ice cream party!

8. Do you have a TV & DVD player at work? Reward your team with a movie! Buy tickets. Set a goal for the number of tickets your team will need to attend the movie. Make it a month long game! For example: 5 sales = 1 ticket, 100 in quality = 5 tickets, Perfect Attendance = 1 ticket, etc.

9. Purchase the game Catch Phrase! EVERYONE loves this game! For every teammate that meets their monthly goal, they’ll be attending GAME HOUR.

Posted by Lily — 17 Apr @ 12:02 am

Can someone give me the rules etc for Survivor Island? Thanks…

Posted by heather — 3 May @ 7:29 pm

Hi
Great site love all the different ideas.
Will certainly be trying out a couple of the ones posted, poker & surviror island being the first.
One game my team really enjoy is the raffle ticket game, firstly you to grid out 100 squares in those squares you put different prizes from sweets, time off to vouchers really anything you want, over the top of each of the squares you fix a raffle ticket 1 to 100(If you have a small team you can do less sqaures) the corresponding raffle ticket you put in a box/bag when a team members wins an order they pull a raffle ticket they then win the prize behind that number on the board. Depending on the prizes you have given this can cause great team sprit. My team love it when I set the board up with time off in varying amounts from 60 minutes down to 1 minute,the 1 minute causes great laughter when won.

Posted by Yvonne — 5 May @ 7:46 pm

Something like “Dress your Boss” or “Tongue Twisters” are small but fun filled games and also gets involvement across the board

Posted by Minesh — 13 Jun @ 7:31 pm

Great ideas!! thanks for sharing…my teams love the Bingo Bango Bongo! I cant wait to try many others!

Posted by Amy — 21 Jun @ 3:10 am

There are some awesome ideas here. I currently run a small contact centre where we don’t sell anything over phone – instead we make appointments (Motor industry). Love the catch phrase idea – we do something similar here where we come up with a phrase and whoever mentions the phrase first/most times within the call wins a prize.

I also run sales competitions over a 6 week period where I save the incentive $$ and have a big prize up for grabs (Flight centre vouchers/trip to Fiji etc)which really motivates the team. I generally will only do two of these types of competitions per year.

We also do theme days ie Mothers day where we decorate the centre and dress up day (Come dressed as your mum etc) with “Go home early vouchers” or small cash incentive as the prize.

Another idea is for the person that sells the most for the day/week/month wins a “Boss will work for you” voucher. This means that the staff member can go home 30 mins early and the boss will continue your work for you. Its a fun way as the boss to get back on the phones and keep grounded and also rewards the staff member.

Posted by Amy Coulter — 23 Jun @ 1:38 am

Hi All,

I love all the games & the motivational ideas, it has helped me alot..

I like the survivor game.. will try it this month..

other that you can do & this can be run for up to 3 month..

SPIN YOUR MONEY.

The concept is as sames as Wheel of fortune, you just need to put in $$ figure as small as 10k & as big as 1mil, you can also put miss one round, or extra spin for full 1week attendance, up to your imagination. You need set a min target of sales number to be entitle to spin the wheel, exp : 4 (1 spin) 6 (2 spin) 7^(3 spin).
Staff to collect the amount till end of the game & AUCTION TIME will be conduct by you… & you can start the with crazy $$ exp to auction a snack u can start with 1 mil.. its fun when you see ppl are crazy in finishing all the available amount & buying a snack for 1.5 mil..
Enjoy doing it..

Posted by Nadjiha (Malaysia) — 30 Jul @ 8:15 pm

I currently manage a call center where we sell gold and silver over the phone.

If I were to come up with juvenile, low yield low paying games such as these my crew would rightfully mutiny and bash in my brains with my own desk phone.

Have you people never heard of the “Break the deal, face the wheel?” “Assassin” and “Buyers are liars?” These are proper games that reward skill and punish incompetence.

Posted by Manager, Team Vulture. — 23 Sep @ 2:00 am

QUOTE: “These are proper games that reward skill and punish incompetence.”

And there lies the reason Contact centers get a
bad name…

I’d ‘love’ to have you as a manager…..

DaveA

Posted by DaveA — 23 Sep @ 11:06 am

I agree with Dave. Hey manager of “Team Vulture” If your ideas are “so proper” why are you on this site looking for ideas from all of us? Stooping to our “juvenile” level?

Posted by Tina — 3 Oct @ 1:34 am

For a very quick energiser, try “5 in 15″. Randomly approach members of your team and ask them to come up with 5 examples of a specific subject in 15 seconds. For example, “John, you have 15 seconds to give me 5 types of root vegetable”.
It’s more difficult than you would think, as the short time scale will pressurize people and they’ll go blank, much to the amusement of their colleagues. If they’re successful, I have found a single sweet (like a haribo or Hershey’s kisses) is more than enough reward, as they are already basking in the glow of smugness for being so quick-thinking!
The list of subjects is practically infinite, ranging from soap opera stars, films starring Brad Pitt, ways to cook a potato to things that are more specific to your workplace. The names of 5 Directors of the company, 5 products you sell or 5 types of insurance policy. (These subjects tend to be seen as more boring though!)

Posted by PJ — 8 Oct @ 2:07 pm

I try and have one big month long game for my team and a few smaller ones inside the month. The next one we are doing is a horse race. Our agents do sales and tech support. We have a giant horse track on the wall and every day they move their horse ahead one square per goal they meet. They have 3 goals per day and a few “water hazards” and boost questions worth +1 square. When they are neck and neck with another agent the competition really kicks in!

I absolutely LOVE the auction idea and will put that in place soon.

Posted by Tmy — 26 Oct @ 4:19 am

I am the sales ambassador of our site and your page have become my source for all the sales incentive games on the floor at office. Thank you guys. you simply made me job lot easier. Muchas. :)

Posted by Orange Juice — 1 Dec @ 2:43 am

For teams of 5-20 people one i found works wells is like the children game steal the egg. each sales rep has a basket with 5 Easter eggs on their desk. when they make an upsell or cross sell they can steal and egg from someone else. the person who wins will.most like not the highest performer so all staff are kept engaged until the last moment. The prize I was the team member who had the most amount of eggs after 4days got to go home two hours early one day and i would do their job answering calls for them.

Posted by Harmony — 17 Jan @ 12:28 pm

Team Vulture. A part of the true definition of a manager is some in charge of team. To do that you need the power and skill to hire and train your own staff and select who is apart of your team. Incompetence is not that of the team or individual but of the manager. If you a are a true manager why did you select these people to be apart of your team? And is their incompetence a skill or will issue? The managers here are thinking of ways to keep their good staff willing and motivated to do
their jobs well. which in turn will increase productivity and retention which are two of the hardest things call centre managers face

Posted by Harmony — 17 Jan @ 12:49 pm

I have about 6 cold callers in my office. Popular games are:
“Joker Poker” – For every order you get to pick 1 card. Jokers are wild. Whoever has the best hand at the end of the week wins.
“Battleship”
“Candyland”
“Hot potato- whoever ends with it wins a prize.
“Horse Races”
“Dice” – Set up a numbered board with prizes for each #. Whatever the total of the rolled dice is – they get that prize.
“Balloon Pop” Set up each desk with 5 or so balloons. For each sale you can pop another person’s balloon. Whoever has the most at the end of the week wins.
“Bingo”
“wheel of fortune”
“Blackjack” – If you beat the dealer (me) you get extra money!
“yachtzee”
And I always try to play holiday type games. For example on easter – I put out eggs with money amounts in them. You can pick an egg for each sale. You can do the same thing for valentines day with hearts, etc.

Posted by Allison — 27 Jan @ 4:56 pm

I have a small staff of 10, and this summer we did mini candy bars in a covered box. For every sale over a certain dollar amount they could dig for a bar. Some bars had dollars wrapped around them. They loved it

Posted by SamIAm — 30 Jan @ 4:33 am

Kim Vey-

I know you posted a while ago about the book you are working on. If you are still working on it I would love to review it and even get a copy if its already done.

LMK.

Thanks

Posted by Julie B — 6 Feb @ 8:08 pm

hi im a team leader leading 10 staff members i will like some ideas on the competition to have its a telesales department

Posted by thato — 10 Feb @ 7:45 pm

Great ideas! Thanks!

Posted by MTG — 15 Feb @ 6:22 pm

As a team leader in {ADVERT REMOVED} we actually came up with trivia’s which has sense and informative type for them to be more productive the moment that we don’t have calls on queue. I asked my agent to bring more trivia’s as much as possible. We do it it in this way, if our shift is 10-7am so I started to open trivia’s at 1am and 4am, its like a normal conversation but you can get more ideas and develop the level of communication strongly. Sometimes I surprise them with exams base on the accounts that they are dialing. It depends to you as a team or a staff so that your agent will be productive on the floor.

Posted by Anonymous — 4 Apr @ 11:51 pm

I work at a call center and we are training a new group of agents. We want to keep their morale high but we aren’t able to take them off the phones due to client pay outs and staffing. Any fun games to play at their desks? Thanks!

Posted by crystel — 29 Apr @ 8:37 pm

Dress up (twin day, nerd day, superhero day, dress like my kid day, backwards day, etc)

___the vouchers were an amazing hit!

Posted by Maria M — 7 May @ 4:19 am

We do the states game and this works for agents that work onsite or who might work at home. onsite we print off a copy of the US as they make contacts and sell or whatever your center might do, they get to claim that state, person with the most states wins, or you can do once someone claims that state no one else can claim it , daily, weekly, monthly however you want to do it, awarding prizes during or at the end. We have played this for years.

Posted by trivett, t — 19 May @ 7:48 pm

I have call center where we only help techinans..any ideas??

Posted by Kisha — 27 May @ 1:34 am

These are some great ideas guys. I have just recently been working towards getting my own team and this will definately help break the ice. Keep them coming. If you have any suggestions on where to maybe pick up a book or two, let me know. Thanks!
LD :)

Posted by Lynnie D — 5 Jun @ 1:58 am

I work in an outbound call center ranging from 10-30 agents. Some fun games I have done are;

Bump- draw 15 boxes on a white board and number them 1-15. Have 3 or 4 numbers prepicked with prizes attached so you can have winners. Once your agent gets a sale they get to pick a number you write there name in the number until all the numbers are picked. Once all boxes have names the game turns to bump, agents now get to kick people out. At the end of the day/shift/hour name the prepicked numbers to see who the winners will be.

Secret square- have 10 sheets of paper with the numbers 1-10 written on each peice of paper. Have a post it with a prize on the back (dress down pass, 15 min, leave early, 10 personal break on me etc.)Every sale (2sales) you pick a square.

Here’s a get to know your team game- Give all your agents a piece of paper have them write 5 things about them that know one knows. Every sale you get to add one the interesting things they wrote down. If the agent guesses wrong you add another fact about the secret person.

Posted by Dani S. — 6 Jun @ 12:12 am

I work at a call center with about 40 agents on at any respective time. A “game” that we have used recently has been “serve us lunch”. Split the floor into 2 teams and then establish a point basis for each product. Obv. more value per sale on the tougher/more important products. Keep a point total on the dry erase board for the predetermined time. At the end of the 2 hours or whatever time it is total that up. The winning team is rewarded with pizza/wings that are delivered. But the losing team has to serve them. – Downfall alot of floors do not allow food on the floor and eating while selling can become difficult but it really does seem to get the floor going

Posted by Jim — 7 Jun @ 6:54 pm

I work at an outbound call center as a sales lead. Our calls were low and our talk time terrible. I had my team of 12 print parts of their database, lock their computer monitors and pack their headsets. Everyone on the team got a new section of a database, for every five messages we left we had to switch desks with another team member. This nearly tripled our talk time and dials. The team loved it (after 10 minutes). We were all standing up, talking, laughing and enjoying the energy we created for our team.

Putt-Putt
For anything postive that was accomplished in the afternoon a team member got to put their name in a coffee cup. Then after that you got to putt for a chance to put your name in the cup. At the end of the day I drew a name and bought them their favorite candy and energy drink. It was easy and got people working towards something fun.

Posted by Jenn — 26 Jun @ 4:40 am

Hi,
I have recently been hired on as a Activities Cordinator at a call centre. I have about 200 Reps and trying to come up with Games or anything to get the Reps to Participate and up the Morale. But it seems i can only get about a quarter to half to participate. I have Minute to WIn it Games i have done Putlucks and Word puzzle games and with Prizes for the winners. But what can i do to try and get more people to participate?

Posted by Jeff — 26 Jun @ 6:40 pm

The Lone Assassin
The Lone Assassin can provide a long-running game to add some entertainment to a training programme or residential event.
This game should be played with a group of at least 20 (no maximum size) and can run for up to a few days depending on the size of the group.
Before the session, write all the participants’ names in a list.
Each participant has to assassinate the person below them on the list (and will be assassinated by the person above them on the list).
Provide each participant with a small slip of paper with the name of the person they have to assassinate.
To assassinate someone, the assassin has to go up to their target and say, “Bang, bang, you’re dead”. However, if anyone else hears this then the assassin has missed their target and must try again later. If the assassination succeeds, then the target is out of the game and must pass on to their assassin the name of the person they were trying to assassinate.
This person becomes the assassin’s new target. Eventually, there will be an outright winner. It is advisable to make an extra rule that nobody can be assassinated during the session times or other times you do not want to be disturbed.
People who have been assassinated can stay in the game as bodyguards for people still alive.

Posted by Tiana — 13 Jul @ 3:53 am

im trying the survivor game as well and we are gcollectiong a lot of money…Great idea!!!!!!!!!
please let me know of any other competitive games for collections
thatnk you in advance

Posted by smashcroft — 18 Jul @ 5:15 pm

Can someone please let me know how to play the survivor game??

Posted by Wayne — 29 Aug @ 2:32 am

sales and ladders?

I had a large snakes and ladders kids plastic sheet games(from avon) which can be put on the wall. Use laminated names for the team (or they can choose characters), every sale they get, they get a go to spin the dice.
Whoever wins the game in the end – gets a prize.

Posted by Alana — 6 Oct @ 2:22 am

We used the Survivor idea and separated the department into 2 teams. For each sale/referral, they got to knock off a member from the other team to Redemption Island. Players on Redemption Island were out of the game, unless they were saved from another member on their team (instead of kicking someone off the other team, they saved a member of their own team). Also, once per week (or daily depending on your volume), we gave the highest producer immunity (or they were redeemed from redemption island) for the following week. It went over great with the department! We had our best numbers of the year when we played the game!

Posted by Marlo — 9 Oct @ 2:20 pm

Mr Daveh, You are very negative, that is what we don’t need in call centers.
Rather have some positive input please.

Posted by Pattaya — 23 Jan @ 7:56 am

We play Clock in the Box. Set a small travel alarm clock for a certain time in the near future. I usually set it every hour and a 1/2. Put that clock in a small box. The name of the game is for the agents to sell the item of the day to get possession of the box. The agents can steal the box from one another as they get their own sales. Whoever is in possession of the box, when the alarm clock goes off wins!

Posted by Tanya — 23 Jun @ 5:21 pm

Hi All! I thought of a game that works for this in-bound call center I work in. We are always trying to achieve great customer service but getting hte information right the first time is always something that makes customers happy. This game I am sure can be used in many ways.

I put together a small game board with not too many spots to finish but some of the boxes have “take another turn” or “lose your next turn” “go ahead 2 spaces” and so on…

Each week will have a new game but during the week, I come up with ONE question per day (one that makes them really think, but something that I know a shareholder will call in and ask- maybe based off a call I got in the past)

The questions is to be answered by each persons shift or you can set a time each day. With everyone who comes up with the answer correctly, they get to roll a dice to determine how many spots they can move. This will continue each day until the week is over. Whoever has made it to the finish (or closes to the finish) gets a prize.

Your prizes can be anything you want. We get little things like stress balls, silly puddy or random stuff with the company logo. You can also do like 15 leave early or a free dress down day.

Another thing we do is BINGO. Instead of numbers in the slots, I fill the card with things people can check off that they may get during calls. For example: Talk to someone in NY or Make a redempion for over a certain $ amount (this works for my call center). Basically anything you want. We play this game on Fridays.

Posted by Christa — 12 Aug @ 1:00 pm

we play wipe out.. it can be used in sales or debt collection. it requires a flip chart. When someone collects money or makes a sale, they put the figure up on the white board or flip chart. the next person who gets higher puts their amount and name. this continues all days with only 3 names allowed on the board at a time. The top 3 amounts win.

Posted by Babs — 6 Nov @ 9:38 am

What’s in your trolley is a great game leading up to thanksgiving or Xmas. Select products that typically go into a trolley for the big day and assign a value to them e.g. turkey requires 100 sales or 100 successful resolutions of technical enquiries; cranberries might be 10; bottle of wine 50 and so on.
At the end of the month or the week before the holiday, each person wins the prize of what is in their trolley to take home and celebrate the season.

Posted by Babs — 6 Nov @ 9:43 am

Round the world

This is a team challenge. You start at a city like London. Work out how many miles from London to Rome, then from Rome to Dubai, then Dubai to Delhi, then to Beijing then to Sydney and then to the US. Link the mileage to what your centre does. for example it is 1140 miles from London to Rome – this could be the number of sales you make, the number of debts collected, the number of complaints resolved. Whichever team makes this number 1st wins a meal at a local Italian restaurant, or a take away pizza voucher and bottle of italian wine. In addition when all teams arrive at the location you celebrate with a theme day so they have to dress up as Italians and you order in pizza. if you include Australia be prepared for beach party outfits and a barbq. Decorate the centre with flags of the country and pictures.

If you include Hawaii you can have hoola hoola skirts.

Another way to do it is that the team that wins is when ALL members of the team achieve the target – this means others help each other.

This does take a bit of planning but can go on for quite a few weeks which gives it a good time to run.

Posted by Babs — 6 Nov @ 9:56 am

Hi Babs

These are some great game ideas

Jonty

Posted by jonty pearce — 6 Nov @ 5:06 pm

Hi I am a manager of 10 and looking for fun games to motivate my team to encourage them to achieve objectives that are measurable so that I can prove to my senior manager that fun at work increases productivity

Posted by Carol — 26 Nov @ 7:37 pm

Great ideas..
We play a game similar to Wipe Out but call it knockout. We put 6 boxes on a white board and each time an agent hits the said target they put their name in one of the boxes. When the boxes are full the agent erases a box and puts their name in. After the allotted time is up the 6 agents with names in the boxes win a prize of your choice. Brings out the competitive nature in my team.

Posted by GW — 8 Apr @ 12:33 am

Great website several games to use in our small call center

Posted by Sharon — 8 Apr @ 1:37 am

I am a manger of a collections company I have a small office can be from 2-5 collectors at any time am looking for momotivational games that will keep the collectors wanting more any suggestions?

Posted by bethany — 20 Aug @ 1:58 am

We have lots of ideas here
http://www.callcentrehelper.com/tag/games

Posted by jonty pearce — 20 Aug @ 5:31 pm

Hello, I run sales call center of 20 people..tell me how can i arrange a competition..we always make a good reward, so money is always included..till now they always competed against each other or in 2,3 groups..i want to make something different this time?

Posted by Salesgirl — 15 Oct @ 6:07 pm

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