Call Center employees are into a most demanding job as they represent the human face of a specific brand or organization while delivering one of the best excellent customer service. Given the intense rhythm of a call center and sometimes an isolated nature of an agents work, team building in a call center industry is considered to be the most essential thing of motivating the employees, enhancing their sense of camaraderie and sharing their learning driving their productivity. Given here are the five major ideas and strategies for bringing out the team spirit in a call center through team building activity.
Role Play: Role play generally shows the customer service representatives that they could rely on their team members for advice and feedback, giving them an opportunity to ask questions about how they could handle calls in a better manner, allowing employees to walk away from the session with some tips that could apply while receiving calls. Have employees to act out scripts one with a customer calling placing an order, and the other disgruntled customer who has not received an order yet. Have your employee being acted as a customer while the other as the customer representative and then switching their roles again.
Gamification: Gamification is one of the most popular trends in call center industry posing a variety of benefits such as healthy competition, optimizing the training of all the call center employees, and employee motivation to succeed. Call center industry representatives would here compete with each other in order to reach specified goals like achieving first call resolution or signing into new accounts. Gamification is here likely being used to train and assess the agents in fun yet meaningful way. Agents would share one of the best practices with their friends and employees while being motivated to achieve their best for every business activity you have been doing.
Hosting a holiday drive: During a holiday season have your employees to work as a team to collect items for a charity drive. So begin collecting from toys and all the non-perishable foods in order to winter the clothing and blankets. So plan to donate to one or the other several households or too a non-profit organization. Call center begin to be fulfilled, as they give the community back with the things they need, and continue to feel proud that they along with their fellow co-worker making a difference. Once the drive ends reinforce the idea of working as a team in order to achieve the goals relating the ideas to provide one of the best services over the phone.
Shared Learning: Agents would continue to feel like a team where their ideas are heard and exchanged among the team members. And in addition to meeting the above best practices, call centers could here make step further encouraging the employees to read books together in a book club format attending a webinar that is related to their business or taking classes with continuous post activity decision on internal social networks exchanging ideas and take away.
To conclude Call center organizations are typically a force behind the success of customer service and sales, so it does become critical enough to foster a team spirit through call center team building that would recognize the individual potential while establishing their common goals and best practices. Through the team building activities the employee would here tend to be feel more motivated enough to do their best while learning and meeting their professional goals.
About The Author
Abhishek Jain has over 10 years of experience within the BPO Industry and Human Resource outsourcing services. Business Process Outsourcing (BPO) Services India delivers and manages various offshore/onsite projects in various technologies and domains.