how can i make my call center more fun

5 Tips to Giving Your Call Center Office a Fun Environment

• Give adequate freedom. Many business-owners are quite reluctant giving their call center agents freedom out of fear of what they might do with it.
• Encourage collaboration. ...
• Do fun-filled activities. ...
• Team-building activities. ...
• Celebrate business milestones. ...
• Engagement is key. ...

Full Answer

How do you promote call center efficiency?

The most important step in promoting call center efficiency is evaluating how successful you’re by measuring your productivity metrics, also known as a KPI (Key Performance Indicator). Now, let’s take a look at three key metrics (KPIs). Average handle time is the time an agent spends to resolve one customer call.

What are the benefits of call center games?

Increased motivation: Many of these call center games help improve employee performance. Plus, you can easily adjust the goal of these games to match your key performance indicators (KPIs). Better Team building: A lot of these games rely on cooperation and teamwork.

How to create a call center game for your agency?

Create several bingo cards with state names in the cells. Next, hand them out to your reps. With each new call, your reps will mark off the states where their callers are from. It’s that easy! This call center game is extremely fun. Plus, it helps your agents pay closer attention to where a majority of their calls come from. 19. Create the Mascot*

How do you measure call center performance?

Here’s how you can improve on all three of these key call center performance metrics: Evaluate each customer interaction to see what works and what doesn’t. Listen to every customer feedback, regardless of whether they’re positive or negative. Identify live agents who are underperforming.

How can I make my call center agent happy?

These 8 simple tips will help you boost morale, cut turnover and make your call center employees feel appreciated.Be Part of the Team. ... Brighten up the Environment. ... Invest in Training. ... Learn How to Compliment. ... Use Gamification. ... Keep Up with Technology. ... Say “Thank You” ... Give Agents Better Tools.More items...•

How do you entertain a customer in a call center?

Entertaining a Customer? 10 Tricks to Make It SpecialFrequent the same place. ... Work with the manager. ... Know and request your server. ... Call in advance. ... Pre-order special items. ... Arrange for attention. ... Privacy or preferred seating. ... Go off the menu.More items...•

How can I make my call center job easier?

Here are some essential tips to help you find solutions for callers more successfully:Focus on finding the source of the problem. ... Take notes on calls. ... Practice empathy. ... Introduce yourself. ... Don't interrupt. ... Restate the issue. ... Speak calmly and clearly. ... Be personable.More items...•

What are the 3 most difficult things about working in a call center?

Here are the three biggest challenges for call centers and how you can turn them around.Employee Dissatisfaction and Agent Attrition. Stop for a moment and picture the daily life and challenges of one of your call agents. ... Low Customer Satisfaction Rates. ... Excessive Tools and Technology.

How can a call center improve multitasking?

5 Ways to Improve PerformanceRecognize the Impact of Multitasking. Another interesting article on newyorker.com indicates that we tend to overrate our ability to multitask. ... Prioritize and Focus. ... Cut Down on Distractions. ... Have Tricks Up Your Sleeve. ... Take Breaks.

What should you not say in a call center?

15 Phrases that your Call Center Agents should Never UseWe Prioritize You. ... Please Hold for a Moment. ... That's our Policy. ... There's Nothing I Can Do. ... Just go to our Website. ... That's the Manufacturer's Responsibility. ... I don't Know. ... That's not my Department.More items...•

How difficult is a call center job?

Studies have shown that call center workers are prone to experience occupational voice loss, eye sight difficulties, back and neck pain, sleeplessness, headaches and postural problems.

How do you stay calm in a call center?

Relax. Sit back, take a deep breath, and clear your mind. ... Don't take it personally. ... Leave home at home. ... Work at work. ... Take your breaks. ... Stay hydrated. ... Get away for lunch. ... Personalize your workspace.More items...•

Is it hard to work in a call center?

Working in a call center can be very demanding, but also extremely rewarding. Call center agents learn something new almost every day and are constantly being faced with different obstacles and challenges.

Are call center jobs stressful?

Working at a call center can be stressful for employees. It can also affect the efficiency of the call center and the overall success of the business. Therefore, it's important for call center managers to identify and address the sources of stress to ensure a more productive and positive work environment.

Is a call center a bad place to work?

Call centers are often generally regarded as terrible places to work, but it doesn’t have to be that way! Here are our 13 tips and tricks on how call centers can make their employees’ jobs a little easier.

Can a veteran sales rep solve every problem?

But even veteran sales reps don’t know the answer to every question and sometimes need to ask for help.You can’t solve every problem and satisfy 100% of customers, as some things will be beyond your control.

Can you justify hiring a caller who doesn't know the answer?

While it’s perfectly fine to tell a caller you don’t know an answer to a question or how to solve a given issue, you can’t justify it by saying that you were only recently hired. If you do, you might make the customer doubt your abilities to solve their issue, and they might ask to be transferred to a different agent. So even if you are a novice, avoid mentioning or implying it to a customer.

Why are call center games important?

Call center games aren’t just fun, they’re critical to improving your overall workplace culture. They help establish a positive workplace environment . They build camaraderie. And they make work slightly unpredictable (in a fun way.)

What do you need for a call center game?

For this call center game, you need a trophy. This can be a stuffed animal, a ball, or even an office chair. When someone hits a sale or a KPI, they’re the temporary winner or owner of that object.

How to get the best bingo results?

For the best results, fill your bingo boards with KPIs you can measure . Each time an associate hits one of the goals, they mark it off the sheet. Once they get 5 in a row, they yell out “BINGO!”. The first to reach BINGO is the winner.

What is call center bingo?

Call center bingo is the same concept as traditional bingo games. Each team member gets a bingo board with various squares on them. Players cross off the squares on their boards based on events that happen in the call center.

How to get guesses in a game?

Reps can earn guesses by hitting KPIs. Want to take it to the next level? Try turning the game into a team-building exercise. Divide your reps into two groups, and have them compete for a prize!

Why do call center games give away prizes?

You may have noticed that a lot of these call center games involve prizes of some kind. Giving away prizes helps employees enjoy the games and participate more. It also gives these office games a competitive edge.

When do you get the best poker hand?

Each time a rep hits a KPI they get a card. Best poker hand wins at the end of the shift or at the end of the week. Make sure you display the types of hands you can get and which one is better. That way, even those who aren’t familiar with Poker will know what they need to win.

What is Call Center Efficiency?

Call center efficiency involves eliminating operational inefficiencies within a call center to improve customer experience.

7 Best Ways to Improve Call Center Efficiency

In this section, we’ll explore how to optimize your call center process step-by-step.

Top 3 Benefits of Boosting Call Center Efficiency

Here’re some of the benefits of implementing call center efficiency to your business.

Wrap Up

Being efficient in your call center operations is a good business strategy. You save on your customers’ time as well as your hard-earned money.

What is the goal of a call center?

But to do this, you first need to evaluate how successful you actually are at helping your customers. Your Net Promoter Score (NPS) is a critical part of this. NPS is the gold standard for measuring customer experience and loyalty as well as predicting business growth.

Why is it important to have multiple channels in a call center?

Customers want an efficient, reliable service that communicates with them on their channel of choice. Making your customer service available via multiple channels can improve the efficiency of your call center, and using your customers’ preferred methods of communication (such as email, social media, interactive text messaging, interactive voice messaging, and rich media messaging) will result in higher customer satisfaction.

How much time do call center agents spend?

According to a recent study by Aberdeen, call center agents spend an average of 14% of their time searching for information for customers. That may not seem like a large percentage, but if you think of it in terms of an 8-hour workday, this means that agents spend more than an hour of their time each day trying to find the information customers are looking for.

Why do silos exist in call centers?

Within the call center, silos cause customers to have to move from one department to another to get the assistance they need. In addition, when the different departments of your organization are not in alignment, it causes an increase in inbound service calls from confused customers.

What does high inbound call volume mean?

High inbound call volume means long wait times, which can be painful for your customers, stressful for your staff, and expensive for you. If this describes the current state of your call center, the following ways to improve call center efficiency can help you get back on track to happier customers, more productive employees, and bigger profits.

What is the first step in a call center?

The first step of any goal is to measure where you’re starting from . There are any number of key performance metrics you can use to measure productivity in a call center.

How to improve customer service?

Get your customers to the right person, fast. Consider auditing your interactive voice response (IVR) menus to improve service levels and make sure calls are consistently being forwarded to the right team. Are the menu options clear to customers? Do they cover all the options? Do the agents answering the calls have all the necessary training to address the customer’s questions.

How many systems do customer service agents use?

Customer service agents frequently use up to eight different systems in order to resolve a customer’s inquiry, according to DigitalGenius. Flipping between tabs is time-consuming. Instead, integrate your systems together so that agents have everything they need right in front of them.

How to encourage agents to go the extra mile?

Consider using rewards to incentivize behavior. Using rewards like cash bonuses or gift cards can encourage agents to meet goals and go the extra mile. Decide which behaviors you want to reward, decide what you’ll offer as a reward and then publicize the program widely.

How to motivate agents?

There are a few ways to motivate agents: Involve employees in decision making. A study by Wolf and Zwick in 2002 found that employees who were invested in the company’s decision-making process were more productive.

Is customer service a repetitive job?

Customer service can be a repetitive job . But fortunately, that makes it easy to build repeatable workflows that help you become more productive. For example, using TextExpander to save common internal notations or for follow up emails can cut down on call wrap-up time.