Offering incentive games is an important tool to utilise when trying to boost employee motivation. The following call centre activities were created to do just so and improve morale in your workplace.
As a follow-up to our Motivational Games feature from February, Matthew Brown explores five more motivational games for call centre staff.
1. The Power Hour
The ‘power hour’ is simple: the agent making the most sales during the chosen hour receives a prize. This type of game can foster a healthy competitive atmosphere.
“We find that sometimes if the mood in the office and gone a bit dead, if there’s a bit of a lull, we use the ‘power hour’ to incentivise our sales activity over the next hour,” said Account Manager Simon Christie.
The game can also be varied to tie in with the call centre’s current work. For example, RSVP is a call centre staffed by professional actors and uses a variety of motivational games to keep the staff motivated. They work with wine suppliers, and the power hour might reward sales of a certain type of wine new to the sales teams. Wine also works well as a prize.
The lift given by the ‘power hour’ can last into an afternoon, and even the next day. The key to the success of the game is to offer a prize, rather than a cash reward.
“To be honest the staff prefer the incentives to be something other than money, like vouchers or free gifts,” said Christie.
2. New York Taxi Ride
New York Taxi Ride facilitates an incentive travel scheme, with a trip to New York as the prize. The game was created by motivational specialists AYMTM. Agents can score points for sales made over a month – or other commendations such as a customer compliment or consistently excellent attendance – with the ultimate aim of winning a place on the incentive trip.
As agents earn points, their scores are recorded in an online game which shows a taxi visiting New York landmarks on an interactive map. Each point they earn translates into ‘dollars’ to buy another cab ride to the next location, and each location also offers its own separate prize. For example, when the virtual taxi pulls up outside the Empire State Building, participants could have the chance to win a limited-edition mobile phone.
3. The Big Picture
Large-scale motivational games are often used at corporate events and away-days. Team-building functions can have great effect on staff morale and can help with strategic motivation. Sometimes a game can help communicate a brand’s values to staff in a more engaging way than in a training session.
A game to inspire the employees of a large information solutions firm with a new brand message – ‘One Team, One Voice, One Vision’ – at a conference for 110 staff, held at a hotel.The game was created by AYMTM.
To do this, a game called ‘The Big Picture’ was devised. The aim of the game was for the staff – divided into teams – to create an artistic masterpiece by painting on small canvases. When all the canvases were put together, they would form an overall ‘Big Picture’. This encouraged teamwork, as the only way to complete the task successfully was by coordinating the small parts of the overall picture to be painted onto each small canvas.
A game like this might be a little messy for the contact centre, but the concept could be adapted to motivate staff in the long term – by engaging them in the company’s values and objectives.
4. The Golden Ticket
Sometimes motivational games can be the focal point of a long-running incentive scheme. The Golden Ticket, designed by P&MM Motivation, was used by British Gas to refocus staff efforts on customer service during their ‘year of the customer’ in 2009.
The scheme was split into two games: The Golden League and the Golden Call. These focused on quantitative and qualitative measures respectively, creating an overall incentive scheme for both individual and team performance.
Prizes were offered for a whole range of activities within the two overall games. For example, spot prizes were given for ‘golden calls’ in which an agent achieved a high level of service during a single call. As the scheme progressed, Golden Call listening-in booths were introduced across the contact centres to enable other staff to hear these ‘golden calls’ replayed.
In The Golden League game, prizes were given for dealing with large numbers of calls efficiently. Prizes were awarded weekly, monthly and quarterly, ranging from vouchers and merchandise right up to big prizes such as team activities and holidays.
All the games in The Golden Ticket were tracked on a dedicated website, which showed league tables for the monthly and quarterly prizes. It also gave details of the prizes won by others, with pictures of the exotic holidays on offer.
By the end of the year, 89% of staff had taken part in The Golden Ticket. A strongly branded set of motivational games like this, although not easy to set up for all but the largest call centres, can improve staff job satisfaction and renew focus on customer service.
5. On Track Racing
The On Track Racing game can be used to reward agents for their performance level while also adding a fun and competitive element to the incentive. The game is a simple simulation of car racing. Agents earn fuel and time on the track by performing well in their jobs – for example, making a sale may earn them a certain amount of fuel.
At the end of the incentive period – the week, for example – agents then race their cars around the track and compete to cover the most distance with the time and fuel they have earned. Agents who finish in the Top 10 win prizes. The game hinges partly on the skill of the agent in being able to guide the car around the track, but this alone will not win the game if the employee’s performance has not earned them enough fuel and track time.
Have you used any motivational games in your company? How well did they work? Share your experiences