Call center agents cannot act efficiently if they don’t know what’s happening on the center’s call lines. Without knowledge of the volume of incoming phone calls and wait times customers experience, the call center agent has no idea how to adapt his or her response to each customer and how to manage his or her own incoming call volume.
Giving call center agents a broad perspective on the call volume and other pertinent operation metrics at any given time can increase productivity and enhance the customer experience by reducing call wait times.
For supervisors as well, providing a “big picture” snapshot of call center operations can go a long way to improving performance and driving customer satisfaction. Supervisors can only allocate call center agents and resources efficiently if they can see the whole operation’s current demands. The best way to provide call center agents and supervisors with a bird’s eye view of the situation is to install call center wallboards.
Call center wallboards display vital metrics and other pertinent information in places where supervisors and call center agents can easily access and process the information, leading them to make better choices when handling customer calls or assigning agents and resources to tackle call volume. Important operations metrics – call volume, customer waiting times, call abandonment and average customer contact time – can be displayed on large wallboards, visible by numerous agents and supervisors at once, or small screens distributed throughout the call center for individual or small group viewing.
Providing vital information to the call center staff is critical to boosting operational performance. With a wide variety of wallboard options and displays currently available, including dashboards, wall screens, LED and LCD screens and desktop and mobile applications, call center operators can easily and inexpensively configure a solution that keeps both their agents and supervisors well informed of current call center conditions.
While some may say that wallboards are not cutting edge technology for communicating with employees, the fact is that they remain highly effective tools for displaying important facts and figures and sending quick but vital messages to a staff in a visible and understandable way. These qualities alone make wallboards an essential tool for managing call center operations.
Edited by Braden Becker