Working in a call centre can be tough, and keeping agents motivated is important for a happy and productive team. One great way to boost motivation is by using games. Games can make everyday tasks more enjoyable and help create a positive atmosphere at work.
But are you struggling to find the right games for your agents to play whilst working in the call centre?
One of our readers asked our Community of industry professionals this question:
Can you recommend any games I can use in the call centre that will motivate my agents? Ideally, I’m looking for something where the outcomes can be used as part of our rewards scheme.
This question inspired us to collate the responses and put together some games, activities, and contest ideas you can use to motivate your call centre agents.
40 Call Centre Games To Motivate Agents
From challenges to team-building activities, we’ve put together a list of games suggested by our readers that are the perfect way to boost morale and keep your team engaged, with the added benefit of helping performance.
Whether you’re looking to spice up the daily routine or reward top performers, there’s something for everyone!
With so many to choose from, we’ve split them up into the following categories to make it easier for you to find one that works for you and your goals:
Light-Hearted Challenges & Energisers
Brighten the workday, shake off stress, and create memorable moments with these games:
1. Balloon Pop
Balloon Pop is a competitive game where agents pop balloons to earn points and win prizes.
This game adds a fun, energetic element to the workplace, encouraging teamwork and friendly competition among agents.
How It Works
Inflate 5 balloons for each agent and attach them to their desks.
For each sale made, an agent can pop one balloon belonging to another agent. Each balloon could contain points or small prizes.
At the end of the week, the agent with the most points remaining (or balloons) wins a larger prize.
Contributed by: Allison
2. The Lone Assassin
The Lone Assassin is an engaging, stealth-based game that can run over multiple days, where participants are “assassins” tasked with secretly eliminating their designated targets. This game adds suspense and excitement to training programs or events.
The game builds interpersonal connections, encourages strategic thinking, and keeps participants alert and engaged. It offers a fun break from formal sessions while encouraging networking and team cohesion.
How It Works
Create a list of participants’ names, placing each participant in a sequential “target” order. Each person receives the name of the person they must “assassinate” (the person listed below them).
To “assassinate” their target, a participant must approach them privately and say, “Bang, bang, you’re dead.” If anyone overhears, the attempt fails, and the assassin must try again later.
Successfully “assassinated” players are out of the game. They pass the name of their target to their assassin, who now has a new target to pursue. The game continues until only one assassin remains, winning the game.
To maintain order, designate times when “assassinations” cannot occur (e.g., during training sessions). Eliminated players may also serve as “bodyguards,” protecting active players from elimination.
Contributed by: Tiana
3. Battleship
Battleship is a strategic guessing game where agents try to “sink” their opponents’ sales goals.
This game encourages friendly competition and teamwork, encouraging agents to engage with one another while aiming for sales targets.
How It Works
Create a Battleship grid for each agent with sales targets represented by “ships.”
Each agent takes turns guessing coordinates to “sink” the other team’s ships (targets).
For each successful “hit,” the agent must meet a specific sales goal.
The first agent to sink all of the opponent’s ships wins a prize.
4. Yahtzee
Yahtzee is a dice game where agents aim to score points based on their sales and the combinations they roll.
This game adds fun and competition, encouraging agents to keep striving for better sales results.
How It Works
Each agent receives a score sheet and a set of dice.
For every sale, agents roll the dice. They try to achieve specific combinations to score points, similar to traditional Yahtzee.
The agent with the highest total score at the end of the game wins a prize.
Contributed by: Allison
5. Holiday Themed Games
Holiday-themed games involve various seasonal activities to keep morale high and celebrate festivities, such as Easter egg hunts or Valentine’s heart games.
These games keep the team spirit alive while recognising holidays throughout the year.
How It Works
Choose holiday-themed items (e.g., eggs for Easter or hearts for Valentine’s Day) and fill them with small prizes or cash amounts.
For every sale or achievement, agents can select an item from the holiday-themed collection. Reveal the contents for prizes.
Prizes can vary, with larger rewards for exceptional sales during the holiday period.
Contributed by: Allison
A popular time of year to have holiday games is Christmas and for a fun list of our favourite, easy-to-organize games for your contact centre, read our article: 10 Christmas Office Games to Motivate Your Team
6. Steal the Egg
Steal the Egg is a competitive game where sales representatives can “steal” Easter eggs from each other based on their performance, creating a lively and engaging atmosphere in the workplace.
This game encourages healthy competition among team members, keeps everyone motivated, and ensures participation from all staff members, regardless of their sales performance.
How It Works
Each sales representative receives a basket containing 5 Easter eggs. The eggs can be of different colors or designs to make them visually appealing.
When a sales rep makes an upsell or cross-sell, they can take one egg from another team member’s basket. There are no limits on which eggs can be stolen, promoting strategic thinking about when to make a move. The game lasts for 4 days, allowing ample opportunities for stealing and strategy.
At the end of the 4 days, the sales representative with the most eggs in their basket is declared the winner.
The winner receives a prize: they get to leave work 2 hours early on a designated day, and the team leader will cover their calls for that period.
Contributed by: Harmony
7. What’s in Your Trolley
“What’s in Your Trolley” is a festive-themed motivational game designed to engage call centre agents during the holiday season. Participants aim to achieve specific performance metrics linked to common holiday shopping items.
The game fosters a sense of community and celebration while encouraging agents to reach performance goals. By linking achievements to holiday-themed items, it creates a fun and engaging atmosphere, motivating staff to perform at their best.
How It Works
Choose a variety of products commonly found in a holiday shopping trolley, such as turkey, cranberries, and wine. Assign a sales or resolution target value to each item (e.g., turkey = 100 sales, cranberries = 10 sales).
Throughout the month or leading up to the holiday, agents work towards achieving their assigned targets. As they meet these goals, they can “add” items to their holiday trolley.
At the end of the designated period, each agent wins the items in their trolley based on their performance. This not only rewards individual achievements but also promotes a sense of shared celebration as everyone prepares for the holiday season.
Contributed by: Babs
8. Serve Us Lunch
Serve Us Lunch is a competitive, team-based sales game that rewards performance with a fun team lunch. The twist? The winning team is served by the losing team, adding extra motivation and playful rivalry to the challenge.
This game is designed to boost sales performance, encourage team collaboration, and promote a lighthearted competitive spirit on the call centre floor. The promise of a shared lunch adds a social reward, which strengthens team dynamics and morale.
How It Works
Divide the call centre floor into two teams. Each team works together to earn points by achieving sales goals or other key metrics.
Assign points for different sales or achievements, with tougher or more valuable products worth more points. Display each team’s score on a visible dry erase board to keep motivation high.
Set a fixed period for the competition, such as two hours or a specific shift segment, so that teams know how long they have to accumulate points.
At the end of the game, tally up the scores. The team with the most points wins a lunch reward (e.g., pizza or wings) delivered to the office. The winning team is served by the losing team, adding a humorous twist and encouraging friendly rivalry.
Contributed by: Jim
Sales & Performance Challenges
Boost motivation, encourage your agents to aim high, and bring out their competitive side with these games:
9. Bingo
Bingo is an engaging game adapted for the call centre environment, where employees earn tokens or mark off squares on a bingo card based on specific achievements during their calls.
Instead of traditional numbers, the bingo cards are filled with various criteria relevant to call centre interactions, such as talking to customers from specific states or achieving particular sales milestones.
The game aims to motivate employees, enhance their focus, and promote a fun, competitive atmosphere within the team.
By incorporating elements of teamwork and friendly competition, Bingo encourages agents to increase their call volume and improve their performance, all while encouraging engagement and camaraderie among staff.
How It Works
Design bingo cards featuring different call-related tasks or achievements in each square.
Decide on a system where agents earn tokens for each successful call or achievement. Specify prizes that can be redeemed with these tokens, such as gift cards or fun experiences.
Distribute the cards to all participants at the start of the game and agents need to check their bingo cards for any task that matches their interactions, and when they have a match write the corresponding sales order number or note their achievement in that square.
And finally announce the winners and reward them with the predetermined prizes.
For example as Chris suggested “If your call centre is anything like ours and takes calls from all over the U.S. , put a variety of states on the Bingo card (one state for each square). Obviously, there will be states more apt to place orders than others so fill the card up with those states, but put a couple of tough ones in there to make it exciting. Under each state put an area where they can write down the Sales Order#. For every order they take, they look on their bingo card, and if the order is from New York and they have New York on their bingo card, they write in the Sales Order#.”
Contributed by: Tony, Crista, Allison and Chris
Do you want to download a bingo game to share with your team? Then look no further, get your free download of Contact Centre Bingo now
10. Survivor Island
Survivor Island is an engaging team-building game designed for sales teams that incorporates elements of strategy, competition, and camaraderie. Participants have the option to take “immunity” instead of eliminating a team member, which creates a dynamic environment where agents form alliances and strategize together.
The game aims to enhance team morale, promote collaboration, and improve performance within the sales team. By creating a competitive yet supportive atmosphere, Survivor Island encourages agents to work together, share knowledge, and ultimately achieve better sales outcomes.
How It Works
Explain the rules of Survivor Island, where agents can choose to take immunity instead of voting someone off. Once an agent takes immunity, they cannot be eliminated until someone else takes it from them.
At the end of each shift, if there are multiple participants still “on the island,” allow agents who have been eliminated to vote for a winner. This element encourages engagement from all participants, even those who have been kicked off.
Contributed by: Marlee
11. Pluck Your Luck
“Pluck Your Luck” is an interactive upselling game designed for call centre agents that rewards them for achieving specific sales goals. This game incorporates elements of surprise and excitement by allowing agents to randomly select prizes after meeting their upselling targets.
It aims to increase engagement and motivation among agents by providing tangible rewards for their efforts in upselling add-ons. It also creates a fun and competitive atmosphere, which can lead to improved sales performance and team morale.
How It Works
Create a board filled with sticky notes, each hiding a prize. Use approximately 100 sticky notes to ensure a variety of prizes are available throughout the contest period.
Establish a target for agents to upsell, such as five add-on products. Once they reach this goal, they are eligible to participate in the prize selection.
When agents achieve the upsell target, they get to “pluck” a sticky note from the board at random. Each sticky note will reveal the prize they’ve won.
Ensure that prizes vary widely to maintain excitement. They can include anything from small incentives like extra break time to larger rewards such as a paid day off.
Contributed by: Simon
12. Sales and Ladders
“Sales and Ladders” is a sales-driven twist on the classic board game Snakes and Ladders, where agents progress on a game board with each successful sale. The game brings a nostalgic, playful energy to the workplace, encouraging agents to keep up sales momentum and aim for the top.
This game drives friendly competition and keeps agents motivated to hit sales targets consistently. It develops team spirit, makes sales tracking fun, and rewards perseverance and performance, encouraging agents to stay engaged throughout their shifts.
How It Works
Hang a large Snakes and Ladders game board (such as a plastic sheet version) on a visible wall. Assign each team member a unique marker, like a laminated name or character token.
Each time an agent makes a sale, they get a chance to spin the dice and move their token forward on the board. Landing on a “ladder” space allows them to jump ahead, while landing on a “snake” sends them back down.
The first agent to reach the final square wins a prize. Smaller prizes can also be given for reaching certain milestones on the board, keeping motivation high across the team.
Contributed by: Alana
13. Baseball
A baseball competition is a fun and competitive game designed for sales teams where agents advance bases based on their sales performance, simulating the excitement of a baseball game.
It aims to boost sales motivation and performance while encouraging friendly competition among team members. It encourages agents to strive for higher sales, ultimately leading to improved productivity and engagement.
How It Works
Set up a baseball diamond layout where each base represents a milestone (e.g., first base for 2 sales, second base for 4 sales, etc.).
For every two sales an agent makes, they advance to the next base. Keep track of each agent’s progress on a leaderboard visible to the entire team.
At the end of a designated time period (e.g., weekly, bi-weekly, or monthly), recognize the agent with the most “runs” (or who has reached home plate) and consider awarding prizes for second and third place as well.
Contributed by: Marlee
14. Wipe Out
“Wipe Out” is a competitive game that can be used in sales or debt collection environments. Agents track their performance on a flip chart, creating a visual representation of their achievements and motivating friendly competition among team members.
The game promotes healthy competition while encouraging agents to exceed their targets. By recognizing top performers, it enhances motivation and camaraderie within the team.
How It Works
Use a flip chart or whiteboard to track performance. Each time an agent makes a sale or collects a payment, they write their name and the amount on the board.
Only the three highest amounts can be displayed on the board at any time. As agents continue to make sales or collect payments, they aim to surpass the current top amounts to secure a spot on the leaderboard.
At the end of the designated period, the top three agents with the highest amounts on the board win a prize. This format encourages agents to strive for higher performance while keeping the atmosphere lively and engaging.
Contributed by: Babs
15. Knockout
“Knockout” is a competitive team game that encourages agents to meet specific performance targets. The game features a visual element, with agents using a whiteboard to track their achievements through a series of boxes.
The game aims to create a competitive spirit among agents while motivating them to reach specific targets. By making achievements visible, it encourages friendly rivalry and boosts overall team performance.
How It Works
Draw six boxes on a whiteboard. Each box represents a spot for agents to enter their names based on their performance.
Define specific performance targets that agents need to achieve in order to participate in the game. These could be sales goals, call handling times, or other relevant metrics.
Each time an agent hits the designated target, they write their name in one of the six boxes. Once all boxes are filled, the agent can erase a box and replace it with their name.
At the end of the allotted time, the six agents with their names in the boxes win a prize. Choose prizes that are appealing to the team to increase motivation and engagement.
Contributed by: Garry
16. Horse Races
Horse Races is a competitive game where agents “race” their chosen horses based on sales achievements.
This game promotes a sense of competition and excitement among agents, encouraging them to achieve their sales goals.
How It Works
Create a racecourse on a board with several horse figures representing different agents.
For every sale made, an agent moves their horse forward a designated distance on the racecourse. You can use dice or cards to determine how far each horse moves.
The first horse to reach the finish line wins a prize for the agent controlling it.
Contributed by: Allison
17. Putt-Putt
Putt-Putt is a lighthearted, golf-themed incentive game aimed at energizing call centre teams and boosting productivity. Combining desk-switching, positive reinforcement, and a chance to win prizes, it creates a dynamic and fun environment.
The game is designed to increase call volume and improve call engagement by encouraging frequent movement and friendly competition. It also boosts morale, creating camaraderie and a higher-energy work atmosphere.
How It Works
Each team member receives a fresh section of the database and begins dialing. For every five messages they leave, they switch desks with another team member, keeping up a high-energy rotation and encouraging more interactions among the team.
Throughout the day, team members can earn entries into a prize drawing for every positive action they accomplish (e.g., leaving messages, making successful calls). They then get a chance to “putt” for another entry by attempting a mini golf-style shot.
At the end of the day, a name is drawn from the coffee cup, and the winner receives a small prize, such as their favourite sweet or drink. This prize acts as a final incentive, keeping everyone motivated and engaged throughout the day.
Contributed by: Jenn
18. Wheel of Fortune
Wheel of Fortune is a prize-based game where agents spin a wheel to win various rewards based on their sales efforts.
This game adds an element of luck and excitement, motivating agents to strive for higher sales.
How It Works
Create a large wheel divided into sections, each representing different prizes.
For every sale made, agents earn a spin on the wheel. They spin the wheel to determine which prize they will receive.
Agents can accumulate prizes throughout the week, with the possibility of winning larger rewards for significant sales milestones.
19. Dice
The Dice game involves rolling dice to win prizes based on the totals rolled.
This game encourages agents to make sales and adds an element of chance and excitement to the workplace.
How It Works
Create a numbered board with different prizes assigned to each number.
Each time an agent makes a sale, they roll a pair of dice. The total rolled corresponds to a prize on the board.
Agents claim their prizes based on the number they rolled, with multiple chances throughout the day.
Contributed by: Allison
20. The Price is Right
“The Price is Right” is an interactive and engaging game designed for call centre teams that combines elements of sales performance with a fun, competitive twist.
Agents select items based on their sales achievements, creating excitement and motivation throughout the shift.
The game aims to enhance team morale and motivation by rewarding sales efforts with tangible prizes. It encourages agents to perform well while creating a lively and enjoyable atmosphere in the workplace, especially during designated “Fun Fridays.”
How It Works
Purchase a total of 20 random items from various stores, ensuring a mix of prices to create a diverse selection.
Explain to the agents that for every sale they make, they get to pick one item from the collection ranging from the cheapest to the most expensive.
Once agents have ordered the whole 20 items and are completely happy with their choice, they can leave it until the end OR they can keep playing and with every other sale they can change one item.
At the end of the shift, review the agents’ selections and determine who has the most items in the correct order based on their prices. The winner gets to keep all the items they selected.
Contributed by: Karen
21. Joker Poker
Joker Poker is a card-based game where agents collect cards for every order they complete, with the objective of creating the best poker hand.
This game adds a competitive edge to sales performance, encouraging agents to boost their sales while having fun. It promotes engagement and teamwork within the call center.
How It Works
Provide a standard deck of playing cards, including jokers.
For every order an agent completes, they get to draw one card from the deck.
Each agent collects cards throughout the week. Note: Jokers are wild and can be used as any card to improve their hand.
At the end of the week, agents reveal their hands. The agent with the best poker hand wins a prize.
22. Blackjack
Blackjack is a casino-style game where agents compete against a dealer (you) to achieve the highest sales total without going over a set limit.
This game encourages agents to improve their sales strategies while providing an enjoyable, competitive atmosphere.
How It Works
Use a deck of cards to represent sales points.
Agents draw cards for each sale they complete, aiming for a total close to 21. If they beat your total without exceeding 21, they win extra rewards.
The agent with the highest total without busting at the end of the game wins a prize.
Contributed by: Allison
23. Points-Based Performance Challenge
A points-based performance challenge is a structured competition where agents earn points based on their performance across various metrics, such as attendance, punctuality, call handling time, and quality scores, and typically features a leader board to track progress.
This challenge motivates agents to excel by providing clear goals and incentives for improvement. The competitive element encourages engagement, making agents feel driven to achieve high performance, ultimately leading to increased productivity and job satisfaction.
How It Works
Every agent is automatically enrolled in the competition, ensuring inclusivity. Points are awarded based on performance criteria such as:
- Attendance
- Punctuality
- Call Handling Time
- Quality Targets
- Mystery Shopping Scores
Create a leader board to display current standings and updates regularly (e.g., weekly). This visibility encourages agents to strive for better performance and fosters a competitive spirit within the team.
Then at the end of a specified period (e.g., quarterly), recognize top performers with prizes. An Olympic-style medal system can be implemented, with gold, silver, and bronze medals being awarded.
You could also consider offering tangible rewards such as gift cards, extra time off, or special recognition in team meetings to further motivate agents.
Contributed by: Tracy
24. Product Knowledge Showdown
A product knowledge challenge is a team-based challenge where each group is assigned a product to learn thoroughly. Teams then share their knowledge with others through training sessions, quizzes, or presentations. Knowledge is assessed through tests at the end of the period.
This challenge encourages teamwork and encourages a sense of ownership and responsibility for learning. By motivating agents to master product knowledge, it not only enhances their skills but also boosts their confidence, leading to improved performance and higher customer satisfaction.
How It Works
Divide the call centre staff into teams and assign each team a product to champion. Teams should focus on gaining in-depth knowledge about their product and be prepared to teach others.
Teams are responsible for upskilling other teams on their assigned product. They can achieve this through various methods, such as:
- Quizzes to test knowledge and reinforce learning.
- Presentations on their product, including demonstrations or role-playing scenarios.
- Interactive Training Sessions that incorporate games or workshops that encourage active participation and enhance retention of product information.
- Knowledge Testing at the end of the training period, where staff are randomly selected from each team to take knowledge tests on all products.
Afterwards recognize the teams with outstanding performance, including the team with the most effective training and the one with highest overall scores.
Contributed by: Helen
Trivia & Knowledge Games
Test your agents’ wits, brush up on expertise, and add a playful twist to learning with these games:
25. Jeopardy
Jeopardy is a trivia-based game where agents answer questions in various categories to earn points.
This game encourages learning and reinforces knowledge of important work-related topics such as product details, sales procedures, and customer service practices, all while creating a competitive yet fun atmosphere.
How It Works
Create a Jeopardy-style board with different categories (e.g., Product Knowledge, Customer Service, Sales Techniques). Make sure each each category has a set of questions with increasing point values.
Then get agents to take turns selecting a category and answering a question. If they answer correctly, they earn the points for that question.
At the end the agent with the highest score at the end of the game wins a prize.
26. Hangman
Hangman is the word-guessing game where agents must solve a mystery word related to their job (e.g., company products, sales terminology, customer service terms).
This game engages agents in a fun and competitive way while reinforcing key knowledge and terminology that is essential to their work.
How It Works
Choose a word related to the contact centre (e.g., a product name or customer service term) and write dashes for each letter.
For every sale made, the agent can guess one letter, and if the agent guesses correctly, reveal the letter. If not, draw part of the hangman figure.
The first agent to guess the full word wins a prize. The game ends when the word is guessed or the hangman figure is completed.
Contributed by: Marlee
27. Secret Square
Secret Square is a quick-choice game where agents pick numbers to uncover hidden prizes.
This game adds an element of luck to the workday, motivating agents by linking each sale to a chance at an instant reward, like a break or dress-down pass.
How It Works
Write numbers 1–10 on 10 sheets of paper and tape them up. Attach a post-it to each square with a prize on the back (such as an extra break or an early leave pass).
Every time an agent makes a sale, they pick a square. The square is removed or marked, and the agent receives the prize if it’s a winning square.
Contributed by: Dani
28. States Game
States Game is a competitive map-based game where agents claim U.S. states for completing specific work-related actions.
This game incentivizes agents to increase productivity by tying each task completion (such as sales or customer contacts) to the goal of claiming a U.S. state on the map. It adds a visual and competitive element that can be particularly motivating over longer periods.
How It Works
Provide each agent with a printed map of the U.S. (or use a shared digital map if working remotely).
Each time an agent completes a task (like making a sale or completing a customer contact), they claim a state by marking it on their map. You can decide if each state can only be claimed once (first agent to claim it “owns” it), or if agents can compete for the most states overall.
Set the game to run over a day, week, or month depending on your goals. Prizes can be awarded at intervals or at the end of the period to the agent with the most claimed states or the most unique “owned” states.
Contributed by: Trivett
29. Mystery Candy Box
Mystery Candy Box is a rewards-based game where team members can earn sweet treats with a chance to win cash incentives, boosting motivation and excitement around sales targets.
The game incentivizes staff to reach sales goals by offering a small, immediate reward with an added element of surprise. This approach motivates agents, makes sales goals more engaging, and creates a fun, positive atmosphere.
How It Works
Fill a covered box with mini candy bars, hiding a few small cash prizes wrapped around select bars.
Set a specific sales target (e.g., any sale over a certain dollar amount) for agents to qualify to draw from the box.
For each qualifying sale, the agent can pick a candy bar from the box. If the bar has a cash prize wrapped around it, they win the money along with the candy.
Most bars will be regular candies, but the few with cash prizes make each draw a fun, suspenseful reward.
Contributed by: SamIam
30. Trivia
Trivia is a knowledge-based game designed to fill downtime productively by engaging agents in informative and fun questions.
The game can cover various topics, including industry-specific information, general knowledge, or customer-related trivia.
The game encourages agents to stay mentally engaged during low call volumes, promoting continuous learning, teamwork, and improved communication.
Trivia questions can boost agents’ understanding of their accounts, products, or general knowledge, enhancing overall performance.
How It Works
Select trivia topics that are relevant and engaging for your team. Schedule trivia sessions during known quiet periods, such as around 1 a.m. and 4 a.m. (or other times based on your team’s shift).
Host trivia as an informal conversation to encourage participation. Surprise exams on account-specific knowledge can also be included, providing an additional challenge and reinforcing essential information.
Recognize or reward agents who answer the most questions correctly, or create team competitions. Prizes or even simple recognition can help maintain enthusiasm and engagement in the game.
Contributed by: Alan
31. Candyland
Candyland is a fun, themed board game where agents advance along a colorful path based on their sales achievements.
This game aims to create a lively atmosphere, making sales goals feel more enjoyable and engaging for agents.
How It Works
Create a large Candyland board with spaces leading to a final prize.
Agents draw cards that correspond to different sales achievements (e.g., every sale equals a card draw). Depending on the card drawn, they move forward a certain number of spaces.
The first agent to reach the end of the Candyland path wins a sweet prize.
Contributed by: Allison
32. ONE Question per Day
“One Question per Day” is an game designed for inbound call centre teams to enhance knowledge retention and improve customer service skills. Each day, participants are presented with a thought-provoking question that reflects real-world scenarios they may encounter while serving customers.
The game encourages critical thinking and reinforces the importance of providing accurate information to customers. By tying the activity to actual customer inquiries, it helps agents prepare for common questions and enhances their confidence and competence.
How It Works
Create a game board with a limited number of spaces for movement. Include various prompts such as “take another turn,” “lose your next turn,” or “move ahead 2 spaces” to introduce an element of chance.
Each week, prepare one question per day that challenges agents to think critically about customer service scenarios. Ensure that the questions are relevant and based on common inquiries received in the call centre.
At a designated time each day, agents have the opportunity to answer the question. Those who provide the correct answer get to roll a dice to determine how many spaces they can advance on the game board. The game continues throughout the week until one player reaches the finish line or has made the most progress.
At the end of the week, the agent who finishes first or is closest to the finish line wins a prize. Prizes can vary from small company-branded items to incentives like early leave or casual dress days, adding an element of excitement and motivation to the game.
Contributed by: Crista
33. Test Your Observation
In this activity, participants are shown a scene, image, or series of images for a brief period, after which they are asked questions about specific details they observed.
This exercise sharpens observation skills and improves memory retention, motivating agents to focus on details. Enhanced attention to detail can lead to better customer interactions and overall job performance.
How It Works
Present a scene or a series of images for a limited time. After viewing, ask participants to answer specific questions about what they observed.
Contributed by: Helen
34. Quiz Games
Use a series of short, timed quizzes to test agents’ knowledge on various aspects of their work (e.g., sales techniques, company policies, product information).
These games enhance agents’ knowledge retention while adding a competitive element to learning, encouraging continuous improvement in both their product knowledge and customer service skills.
How It Works
Prepare a list of questions related to sales, customer service, or products.
Split the agents into teams or have them play individually – then ask a series of questions, with each correct answer earning points (You can adjust the difficulty of the questions based on your team’s knowledge level).
The team or individual with the most points at the end of the quiz wins a prize.
Contributed by: Marlee
Team-Building & Collaboration
Foster stronger connections, build a supportive work environment, and spark a little friendly rivalry with these games:
35. Redemption Island
“Redemption Island” is a team-based competition inspired by Survivor, where agents earn the chance to “knock off” members from an opposing team to “Redemption Island” based on sales or referrals.
This game builds excitement through the concept of “immunity” and “redemption,” creating a dynamic environment that develops teamwork and motivation to achieve top performance.
This game motivates agents to increase sales and referrals through friendly rivalry while encouraging a collaborative team strategy. It also offers opportunities for individual recognition, making high achievers feel valued and motivating others to strive for similar success.
How It Works
Split the department into two competing teams.
Each time an agent makes a sale or a referral, they have the choice to “knock off” a member of the opposing team by sending them to Redemption Island. This temporarily removes that player from the main game.
Agents can choose to “save” a team member on Redemption Island instead of knocking off an opposing player, bringing them back into the game. Additionally, the top producer (daily or weekly) earns immunity, either protecting them from being knocked off or redeeming them from Redemption Island.
At the end of the game period, the team with the most members left on the main “island” wins the competition, with individual prizes awarded to top producers as well.
Contributed by: Marlo
36. Clock in the Box
“Clock in the Box” is a fast-paced sales competition game designed to motivate agents to achieve quick wins by selling a designated item or service. The game uses an alarm clock to create an element of suspense, keeping agents engaged and energized throughout their shifts.
This game encourages agents to increase their focus on meeting specific sales goals. The “stealing” aspect adds friendly competition, driving agents to achieve more sales to hold onto the box and claim the prize.
How It Works
Set a small travel alarm clock to go off at random intervals (e.g., every 1.5 hours). Place the clock in a box to keep it hidden.
Each time an agent makes a sale of the item or service of the day, they claim possession of the box. If another agent makes a sale, they “steal” the box, taking possession from the previous holder.
When the alarm goes off, the agent currently holding the box is declared the winner and receives a prize. Reset the game by adjusting the clock and repeating the steps, keeping the momentum going throughout the day.
Contributed by: Tanya
37. Round the World
“Round the World” is a team challenge game that simulates a journey across various global destinations. Teams must work together to achieve specific performance metrics linked to the distance between cities, turning work goals into a fun and engaging travel theme.
The game aims to promote teamwork and collaboration while motivating agents to achieve performance targets. By framing work-related achievements as a global adventure, it enhances engagement and creates a sense of excitement among team members.
How It Works
Start with a starting city, like London, and list subsequent destinations such as Rome, Dubai, Delhi, Beijing, Sydney, and the US. Calculate the mileage between each city.
Assign performance targets to each segment of the journey. For example, the 1,140 miles from London to Rome could represent the number of sales made, debts collected, or complaints resolved.
Divide the agents into teams. Each team works together to reach the specified target for each destination. The first team to achieve the cumulative targets for all cities wins a reward, such as a meal at a local Italian restaurant or pizza vouchers.
Once all teams reach a designated location, celebrate with a themed day. For example, if the team reaches Italy, they can dress up in Italian attire and enjoy pizza. If Australia is included, consider a beach party with appropriate outfits and a barbecue.
Alternatively, each upsell or task completed can earn points that allow teams to “purchase” trips to different countries. The first team to complete their world trip based on points wins a grand prize.
Contributed by: Linda and Babs
38. Bump
Bump is a competitive number-picking game where agents compete for preselected prizes attached to hidden numbers.
This game motivates agents to make more sales by offering immediate, unpredictable rewards and a fun “bumping” element that keeps the game dynamic and engaging.
How It Works
Draw 15 boxes on a whiteboard and number them 1–15. Select 3-4 numbers in advance and attach prizes to them (without revealing which numbers have prizes).
Each time an agent makes a sale, they pick a number from the board, and their name is written in that box. Once all the boxes have names, the game enters the Bump phase.
After all boxes are filled, agents can “bump” others by taking their spot on the board each time they make a sale. At the end of the set period, reveal the prize numbers, and agents in those spots win.
Contributed by: Dani
39. Get to Know Your Team
A team bonding game that lets agents share interesting facts about themselves, fostering a more connected and collaborative team environment.
This game encourages camaraderie and personal connection among team members, making the team feel more unified and engaged.
How It Works
Give each agent a piece of paper and have them write down five little-known facts about themselves.
Each time an agent makes a sale, you read one fact from a random team member’s list. Agents then try to guess who the fact belongs to. If guessed incorrectly, another fact is added to give more clues.
Contributed by: Dani
40. Chinese Whispers
Chinese Whispers is a classic game in which participants sit in a circle. One person whispers a message to the next, and this continues until it reaches the last person, who then announces the message aloud.
The game emphasizes the importance of clear and precise communication, enhances active listening skills, and provides a light-hearted way to discuss communication challenges in the workplace.
How It Works
In this game, participants sit in a circle, and one person whispers a message to the next, continuing until it reaches the last person, who then announces what they heard.
After revealing the original message, a brief discussion can highlight the importance of clear communication and active listening within the team.
Contributed by: Helen
Tips for Success When Using Games to Motivate Agents
Tracy and Helen also suggested a few things you should keep in mind when implementing games in your contact centre:
Preparation is Important
When considering team-focused motivational games in a contact centre, it’s crucial to ensure you have the right budget, time, and commitment to make the initiative successful.
Without these elements, any effort to engage staff will likely fall flat. However, when you invest in these components along with creativity, you can achieve noticeable results and boost agent motivation.
Be Careful Using the Term ‘Games’
Be cautious about using the term “games” when talking to your agents. This language might alienate older employees or those who believe it undermines the seriousness of their work. Instead, consider using terms like “team-building exercises” to foster a more inclusive atmosphere.
Differentiate Between Short and Long Term Engagement Activities
It’s essential to clarify that the term ‘games’ encompasses two types of activities: short-term bursts of fun, as outlined in Robert Epstein’s Big Book of Motivational Games, and long-term engagement strategies aimed at motivating staff over a specific period.
Both approaches can be effective, but sustainable competitions that are open to all employees tend to encourage inclusivity and engagement better.
An effective way to implement this is through a points-based competition or recognition scheme, often called a ‘Championship’ or ‘League’. This can apply to both individuals and teams.
Make Sure the Activities Are Inclusive
When designing any motivational activities, ensure they are inclusive and allow for participation from all employees. Competitions that are open to everyone help build a sense of camaraderie and team spirit.
For example, every employee can be automatically entered into a program where they earn points based on specific criteria relevant to your contact centre; these might include attendance, punctuality, call handling times, meeting quality targets, and mystery shopping scores.
Encourage Self-Development
Incorporating elements that promote self-development is essential. Initiatives like product knowledge challenges not only encourage teamwork but also empower agents to take ownership of their learning.
Regularly Review Progress
Establish a system for regularly monitoring and updating progress. Keeping track of standings and achievements can motivate agents to stay engaged and strive for improvement. Transparency in the process helps build trust and encourages participation.
If you are still looking for more game ideas to motivate and engage your contact centre agents, read these articles next:
- Top 20 Motivational Games for the Contact Centre
- 10 Halloween Ideas and Party Games for Customer Service Teams
- Motivational Games for Call Centres
Author: Jonty Pearce
Published On: 8th Apr 2022 - Last modified: 11th Dec 2024
Read more about - Call Centre Questions, Games, Motivation, Robert Tuck, Staffing
