The goal is to find a way to transmit the information in a clear and concise way that sticks and makes sense. The key to making telephone a successful call center training game is to repeat the chain over and over again, trying out different methods. The last person says the message out loud to see how much it’s changed. They then have to whisper that same message to the person next to them and so on and so forth. Then, whisper a “top secret” company mission in the first person’s ear. Have all of your agents get into a single file line. You can also play the telephone game to test listening. This is a great chance to talk about how not to get distracted by extraneous information and to stay focused on what’s most important to the customer. Many agents will get this question wrong because they get so caught up in the minute details that they miss the very obvious answer-they are driving the ferry.
Finally, it arrives in Seattle one hour later. It then heads to the Boardwalk to drop off five more people and pick up 23. It stops in Sheraton to drop off nine passengers and pick up six more. You are piloting a ferry, which leaves Janson at 9:30 a.m. The key is to ask trick questions.įor example, you could start by telling a story. Instead, sneak it into the icebreaker game as a competition. The key is not to tell them that you are testing how well they listen. Third, they have to share about a time where they experienced great customer service.Īfter breaking the ice, it’s important to test the listening abilities of your call center agents. Second, they have to share something they’re proud of at work. First, the pair has to find something they have in common outside of work. Pair Ups: Put everyone into pairs and then get them talking.Examples include, “What vegetable would you be? Who is your imaginary friend and why? What is your favorite time of day and why? If you could remain one age forever, how old would you be?” Ask a Silly Question: Kick off your training with a list of silly questions that everyone has to answer.Lastly, have each group describe their word and discuss it. Then, ask each group to come up with one word that best describes working in a call center, dealing with a frustrated customer, or successfully handling a difficult situation. One Word Ice Breaker: Divide everyone into random groups of four to five.There are many great ice-breaking ideas that you can use. The ultimate goal is to build a cohesive team. Give everyone a chance to meet everyone else-pairing up new recruits with experienced colleagues and mixing up departments. Break the Iceīefore you jump into training, break the ice. With this in mind, let’s take a look at ten games that will bring your contact centre training to life amd 1. Games might seem trivial, but they are an exceptional way to foster teamwork, increase engagement, raise energy levels, and encourage skill retention. So, how do you build creativity into your call center training? You take a break and have some fun by introducing training games. Creativity is a critical skill for call center agents because it’s tightly linked to quality communication, problem-solving, professionalism, and gaining customer trust-all soft skills that are essential in the contact center. We don’t want to sit in a room with a bunch of our coworkers and listen to someone talk at us.Īccording to LinkedIn, traditional training also ignores the skill that employees need most: creativity. We might like training, and 94% of employees say that they would stay at a company longer if they simply invested in helping them learn, but old-school learning environments bore us.
There’s just one problem: traditional training is boring! That’s right, we said it. The Importance of Call Center Training Games In fact, employee satisfaction improves at almost the same rate as the amount of training they receive.
#CALL CENTER TRAINING IDEAS FULL#
According to long-term research conducted by Middlesex University, 74% of workers believe that lack of training is their biggest hurdle to achieving their full work potential. A big part of that is call center training. So, improving employee retention is critical to your success. And for every employee who leaves, you’ll lose anywhere from 16% to 213% of their salary, according to the Center for American Progress. Right now, 51% of employees are considering a new job. Employees who aren’t engaged don’t stick around. Only 13% of employees worldwide are engaged, according to a Gallup poll. Dick Bourke of Scorebuddy shares ten call centre training games that will liven up your coaching sessions and improve your team’s engagement with your training programme.
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