Delivering correct Work Activity Mode adherence from staff is key to efficiency and maximising call handling capacity.  Correct adherence places advisors in the correct work modes to take calls, immediately they arrive.

There are many motivational techniques open to call centre management, here we look at a team competition.  In a non-sales environment, applying competitions to work activity mode adherence DOES improve performance, motivates staff and rewards the winners.

In this competition we wish to maximise Ready performance (Talk + Available time)

• Each team selects a team name.
• One team is plays against another.
• The team with the highest Ready performance for the day wins the match.
• The team with the highest number of points for the month is the winner.
• The winning team go out for a meal at the venue of their choice

There are many positive aspects to running a team competition:

• It can improve Ready performance by 10-15%.
• It can bond and motivate a team to do better.
• Develop good relations with team management.
• Develop good rapport within the team.
• Advisors who do not respond to their own targets, now have to consider the effect on their team.
• Peer pressure improves overall performance.
• Poor performers seek guidance on how to improve.

You can find fixtures and league tables in TOOLKITS