The call centre at Britannia Hotels central reservation office regularly holds Theme Days as a way of rewarding the staff for their excellent overall results. Previous days have included ‘A Day at the Movies’, ‘Sparkle/Disco Day’, Coffee & Cakes Day and Halloween Fancy Dress.
Karen Pownall – Call Centre Manager said:
We promised the staff a February Theme Day if we hit a certain benchmark in January. This gave them an added incentive and we managed to not only achieve but smash the revenue target set.
All the management team along with the senior reservations agents were tasked with creating mini competitions throughout the day which ranged from ‘Guess the number of love hearts in the jar’ to ‘Incorporate these phrases into your calls’.
On every Theme Day we also undertake a one-hour ‘Manager’s Challenge’ where a pod of managers vs. agents take incoming calls. The winning team has to produce the highest amount of sales and this challenge resulted in the managers reclaiming their crown!
This is always really competitive and provides great motivation for the whole team.
Punishments were also allocated to team members who exceeded the allowed Make Busy Time or similar and ranged from Standing outside the Headmistress’s Office (Call Centre Manager) along with writing lines and wearing the dunce’s hat.
All staff were asked to dig out their school uniform and were given ‘Homework’ to bring in ‘party food’ for their school dinner.
As well as the mini competitions, egg & spoon races took place in the call centre, along with a ‘Kreative Korner’ where they could draw and paint.
All staff that dressed up were entered into a raffle where prizes ranged from A Days Activity Day voucher to bottles of wine and scratch cards.
We are a 24/7 call centre and it was great to see all the various departments and shifts taking part and having fun.
The day’s results were also a success with a great sales conversion rate.
Thinking hats are now on for the next Theme Day!
Management Team pictured above:
Back Row: Sandra Dickenson (Shift Manager), Liz Edgar-Owens (Shift Manager), David Lochhead (Shift Manager), Karen Pownall (Call Centre Manager), Michelle Keher (Shift Manager), Conor Georgiou (Senior Res Agent), Tanya Armstrong (Resource Planner), Lynsey Staunton (Senior Shift Manager)
Front Row: Sheryl Allcock (Training Officer), Nicola Long (Senior Res Agent), Genevieve Chard (Senior Res Agent), Andrea Smith (Senior Res Agent)