A call wallboard is a display screen in a call centre. It shows real-time data and metrics to keep agents and managers informed. They can display this data on displays such as call centre agent desktops, supervisor monitors, and large screens.
Call wallboards are typically extensions of a dashboard, and are provided to external members of staff or customers if required.
What is Displayed on a Contact Centre Wallboard?
KPIs
Wallboards can be a valuable tool in contact centres for engaging, motivating, and inspiring employees. This is especially important in hybrid work environments where remote staff may require extra encouragement and support.
Displaying KPIs focused on personal development gives agents feedback on their performance, helping them track progress and stay motivated.
Personal development KPI’s-
Call Answering Speed: How quickly are your agents responding to calls or messages?
Average Handling Time (AHT): The total time it takes an agent to handle a customer interaction from start to finish.
Customer Satisfaction Scores (CSAT): How customers feel about the service they received.
Performance Data
- CSATs (customer satisfaction scores)
- Calls handled per hour
- First contact resolution (FCR)
- Call abandonment rate
- Missed calls
- Average answer time
- Average abandoned time
- Call time
- Waiting time
Past Data
Some wallboards display historical data, which can allow contact centre teams to track their progress and identify trends.
Alerts
In some contact centres, wallboards will show alerts. For example, when there aren’t enough live agents, or the call wait times are too high. This allows managers and supervisors to intervene and make quick decisions.
How Do Wallboards Benefit Call Centres?
Wallboards are a valuable tool in call centres, offering numerous benefits that improve efficiency, performance, and overall operations. Here are some benefits:
Improves Customer Satisfaction
80% of customer service organisations use CSAT as the main metric to determine – and improve – customer experience. Displaying it on a wallboard can serve as a motivator and a reminder for agents to always consider the customer experience.
A wallboard gives instant access to performance metrics, which means that call handlers can work more efficiently to improve the quality of the calls and reduce wait times. This can lead to higher customer satisfaction and better service.
Monitor Performance in Real Time
Wallboards in call centres display real-time data on KPIs, such as average handling times (AHT) and call volume. It can display the number of calls answered. Wallboards can compare this real-time data to industry standards.
For example, the industry standard is often 80% of calls answered within 20 seconds. If a call centre falls short of this standard, it will be visible on the wallboard for agents, supervisors and managers to see and make necessary adjustments.
Improve Motivation
Displaying team achievements can boost morale and act as a powerful motivator. Wallboards can display top performers and promote healthy competition, encouraging the lower-performing agents to strive for excellence.
Who Are Call Centre Wallboard Solutions For?
Wallboards can be targeted to suit different audiences. They can be beneficial to call centre agents, managers and supervisors, as well as other corporate environments such as offices.
Call Centre Agents
Wallboards allow call centre agents to view SLAs, targets, and operational targets. These boards display clear data and important information, which can ensure they remain informed and can adjust their approaches accordingly. It can also give agents a higher level of awareness they can view the current call queues and prioritise their tasks as needed.
Call Centre Managers
Call centre wallboard software allows call centre supervisors and managers to monitor team performance in real-time. This real-time data can ensure they allocate the right resources at the right time and take precautionary measures when needed. For example, they may reassign agents during peak times or amend timetables in low demand.
Corporate Environments
Wallboards have their uses outside of call centres, too. They can be used in various corporate settings to manage and display important information across different screens. This can include team metrics, performance data and other important information.
Wallboard Solutions at MaxContact
With MaxContact, you can create report dashboards that display essential information. You can view these on call centre screens, TVs, or online, which is ideal for hybrid and remote call centres.
Tailor these custom report dashboards for different teams, campaigns, or even for individual performance tracking. Our wallboard solutions are part of a larger suite of tools, including the likes of speech analytics, reporting software, and more.
Make data-driven decisions and improve your call centre productivity today with MaxContact. Book a demo or enquire today to get started.
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