Three games to motivate employees

Motivating call centre agents is very important, largely because the working environment differs from many places in the sense that employees are often required to remain at their desks for long periods of time. Keeping staff members productive, happy and motivated is essential if call quality is to remain high. Games can be a great way to boost morale. Here is a look at three ideas that telephone answering services might like to try.

One option is to start a 100 per cent club raffle. In this scenario, call centre agents are rewarded with vouchers when they achieve top scores on their quality assessments. Vouchers are continuously given out throughout the month. At the end of each month, a raffle of low-cost items is held, with vouchers exchanged for tickets. The more vouchers an agent earns, the more likely they are to win a prize.

Another option is known as the “Wheel of Wow”. A spinning wheel is covered with prizes such as the chance to leave work an hour early, a bottle of wine, a free lunch, or having first pick at holiday times. Call centres can look at internal quality reviews and productivity levels to identify the most productive and motivated staff members, who then get to spin the wheel.

Finally, holiday-themed competitions are always a great option. These can coincide with special occasions such as Christmas or Easter. A Valentine’s Day event, for example, could be run wherein agents receive heart tokens depending on the quality of their work. At the end of the competition, whoever has the most hearts wins.

Frontline customer services agents need to be rewarded for their hard work, and motivational games can be a great incentive.

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