Pass the Blocks - Call center activity
Activity - Pass the blocks - customer service - call center
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This high-energy, interactive relay game vividly demonstrates the impact of teamwork, communication, and resource availability on service levels in call centers and customer service teams. Participants experience firsthand how staffing levels and smooth handoffs influence customer wait times, staff stress, and overall workflow efficiency.
Activity Overview
This relay-style activity challenges teams to pass blocks that represent individual customer calls or cases. Each block simulates a “customer issue,” some of which can vary in complexity, requiring agents to coordinate, communicate clearly, and plan strategically.Materials Required
- 20 wooden blocks (approx. 5 x 2 cm) or dominos per team
- Labels or sticky notes with different customer issue types (optional)
- Stopwatch
- Open space (~3 to 5 meters length) for team lines
Setup
- Split participants into two equal teams.
- Teams line up shoulder-to-shoulder.
- Place 10 labeled blocks beside the first player of each team.
- Assign roles to team members: First player = frontline rep, middle players = specialists/team leads, last player = quality controller/closer.
Rules
- The first player picks up one block at a time.
- Each block must be passed hand-to-hand using alternate hands (closest hand, then switch).
- Only one block can be held by a person at a time.
- Verbal communication is mandatory on handoffs — e.g., the passing agent states the issue type or confirms “customer passed.”
- If a block is dropped, work pauses until it is retrieved.
- The last player places completed blocks on the floor beside them to form a new stack.
- Teams plan their passing strategies for 5 minutes before starting.
Activity Rounds
- Round 1: Full Team Participation — All team members participate. Track completion time.
- Round 2: Half Team Members Removed — Half the team sits out (first and last remain). Track and compare times.
- Round 3: Only Two Team Members Remain — Only first and last player participate; blocks must be manually moved by these two.
Debrief & Discussion
Reflect on:Key Takeaway: Optimal staffing and effective communication accelerate customer handling, reduce errors, and ease staff burden. Understaffing dramatically slows service and increases stress — mirroring real operational challenges.
- Which round was fastest and required the least effort?
- How did dropping blocks (dropped calls) affect workflow?
- What role did communication play in speed and accuracy?
- How does this simulate real call center or customer service work?
- What happens to customer wait times and staff stress under-staffing?
- What teamwork strategies improved performance?
Trainer Tips
- Encourage teams to observe and learn from each other’s strategies.
- Relate the block passing challenges to participants’ own work experiences.
- Adapt the activity for remote teams using virtual collaboration tools.
- Incorporate role-plays that expand on the different call center roles assigned.
Recommended Call Center Training Packages
- Call Center Excellence Series® Training Course Material Package Comprehensive courseware including Handling Angry Callers, Call Control, Customer Service Excellence, and Debt Collection — perfect for reinforcing teamwork and efficient call handling (instant download).
- Call Control Training Material Package Reduce average call handling time with proven call steering techniques to complement teamwork focus.
- Handling Angry and Difficult Callers Training Package Equip your team with conflict resolution and de-escalation skills required for high-stress customer interactions.
Free Resources & Assessment Tools
Enhance your training by identifying your team’s strengths and development areas with our free tools:- Customer Service: Free Training Articles Gain expert insights and practical tips to improve service skills and teamwork.
- Free Training Materials for Call Centers Interactive games and actionable tips for call control and conflict handling.
- Customer Service Profile Assessment Tool Identify your team’s customer service strengths and customize your training approach.
Get Started Today
Incorporate the Pass the Blocks activity into your sessions alongside our professional, customizable training packages for maximum learner engagement and real-world results. Download Call Center Excellence Series NowTrain smarter, boost teamwork, and improve customer experience with expertly designed training resources from TrainingCourseMaterial.com.
Frequently Asked Questions
How many participants does this activity support?
It works best with 8–24 people split into two teams. For larger groups, run multiple lines in parallel and compare results.How long does it take?
Allow 5 minutes for planning plus 10–15 minutes to run three rounds, and 10–15 minutes for the debrief. Total: 25–35 minutes.What space do I need?
A clear area of 3–5 meters length per team line. Ensure there are no tripping hazards.How can I adapt this for remote teams?
Use a virtual whiteboard and replace blocks with digital “tickets.” Assign roles, time each round, and simulate handoffs with turn-taking and short status updates.Any accessibility or safety tips?
Offer seated roles, reduce movement distance, and use larger, easy-to-grip objects. Emphasize safe handoffs and non-rushed movement.
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