How to keep the contact centre on top form We interviewed a range of contact centre managers to find out what initiatives they use to keep the contact centre on top form. Mini Olympics ??We did a mini Olympics for two weeks where we got the Wii game and we got everyone into teams,?_ explains Sarah Chapman. ??They would compete against each other by playing games on the Wii. At the end, we paid for a night out for the team that won. It helps by creating a team spirit.?_ As Head of Operations at Ventrica, Sarah Chapman is the leading lady behind the initiatives. With three years' experience as a call centre manager and eleven years in her current role, Sarah has developed a wealth of experience in motivating staff. One bad call could devastate morale for the rest of the day, which could impact customer??agent relations in subsequent calls. Excellence Wall Sarah Chapman There are numerous regular initiatives that Ventrica hold, such as monthly targets, team nights out, daily recognition meetings, awards for agents of the year and a wall of fame. ??We have an ??Excellence Wall??. It??s not just about sales but if they have a great call with a customer, they will go on our excellence wall.?_ Contribution Awards And the accolades do not end there, says Sarah. ??We hold ??Contribution Awards?? at the end of the year. And that is at any level. It??s not just the management team. It??s anybody who has given their