No one expects a new call center agent to be at the same performance level as a senior agent, yet consistent improvement is a clear requirement. Call center wallboards are designed to benefit both types of agents, guiding the “newby” on the road to improvement and challenging the veteran in an established position.

As captured on this Spectrum (News - Alert) Corporation page, call center wallboards help the rookie and the seasoned agent optimize performance levels. Different metrics are used to define the varying skill levels and experience. Given the challenges that come with a new position, the current reporting system can’t be a distraction if the agent hopes to grow in their position.

Managers can rely on robust call center wallboards to easily navigate through the system and distinguish which agents need to see customer satisfaction ratings and which need to only see the basic “calls in queue” and “oldest call waiting” metrics. Spectrum understands this dilemma, offering easy customization through the admin interface.  

Through years of experience, the company has determined that call center wallboards should only be displaying specific status reporting information to new agents. This would include status of the skill or even the group in which the agent is working. Taking baby steps into this program gives the agent the ability to become more confident and efficient.

Taking it a step further and increasing productivity, call center wallboards can easily alert agents, particularly new ones, to what work lies ahead in the queue. As they are unfamiliar with their environment and the process, new agents tend to not meet the required call center SLAs. Implementing status reporting on the call center wallboards will send a message to the agent to let them be aware of how many calls are in the queue and how long customers have been waiting.

Having such a resourceful tool can give agents the added advantage to clearly understand the sense of urgency and can increase customer service as well. Over time, these metrics will help agents improve their performance and then meet the expected SLAs, not to mention better customer satisfaction and less stress.

Some of the additional metrics that can be added to agents’ call center wallboards include: ASA, service levels of the logged on agent and calls abandoned. Even then, alert messages should be appropriately worded and sent at a convenient time as to not disrupt the agent. Remember to keep the desktop real estate in mind when delivering these alerts as well as the content and how it could affect the working environment.

For call center managers, remember that sometimes less is more. Gradually increase the information on agents’ call center wallboards. Too much information at first can get really confusing for someone still in the learning process.