5 Games to Boost Call Center Agent Engagement

Managing a call center team isn’t easy. Customer service agents work around the clock, dealing with customers who have varying moods and dispositions.

However, games can significantly boost agent engagement and motivate them to provide the best possible service, which helps increase their productivity.

According to a report published by Verint, there are many fun and low-cost games designed to develop the skills of call center agents, especially since companies don’t always have a sufficient budget for paid trips or training courses.

Games aren’t just fun; they also offer opportunities for learning. When implemented correctly, some games can help employees absorb information more effectively while enhancing their performance.

5 Innovative Games for Customer Service Teams

Call Center Strike:
When an employee makes a big sale or receives an excellent review from a customer, they can put their initials inside a designated box and seal it tightly so no one else can get it.

The call center manager selects the winning boxes before the game begins, and anyone whose initials are in those boxes gets a prize. Some centers use cash or gift cards as rewards.

Zip Code Bingo:
Managers give employees bingo cards that have zip codes instead of numbers. They then cross off a zip code after speaking to a customer who lives in that area.

This game helps employees improve their call efficiency as they’re eager to move on to the next customer to cross off another zip code.

While this is usually a good thing, it’s important to ensure that agents don’t rush through calls, which could negatively impact the customer experience.

Call Center Monopoly:
Each participant receives Monopoly money before the game starts.

They can roll the dice once they achieve a specific key performance indicator (KPI) goal, such as a certain number of sales in one day.

Every time a player succeeds, they get a specific amount of money.

Snakes and Ladders:
Employees can participate in rolling the dice in a Snakes and Ladders game if they receive a positive rating on a post-call interactive voice response (IVR) survey.

This game is a great way to encourage call center agents to ensure customers are satisfied with their calls.

Baseball:
The customer service agent who secures the most new contracts at the end of the month or year receives tickets to a baseball game or another sport like basketball, football, or tennis.

This game helps agents prioritize long-term performance. While quick wins are always good, incentivizing strong, sustained performance can help maintain stable sales.