Visibility in the call center is essential to maintaining proper levels of quality and ensuring that each agent is doing their part. I’m not talking about being able to see what’s going on in the office, but rather what’s happening on your phone lines at any given time. Giving your agents the ability to see what your queues look like, and what quality standard they’re being held to, can quickly influence choices and motivate them to go above and beyond. Likewise, giving your supervisors the visibility to see what agents are doing without actually seeing them goes a long way in holding them to standards.
Utilizing a call reporting solution, managers can track KPIs like shrinkage, call volume and abandonment rates. The information can then be displayed through a wallboard and communicated directly to agents, allowing them to change courses to meet requirements as they crop up.
According to Spectrum’s (News - Alert) vice president of Marketing and Sales, Dan Boehm, “Much has been written about call center wallboards being old technology, too expensive, and not offering the call center the same level of effectiveness as an LCD screen. But clearly this is not the case. If used as intended, readerboards and wallboards remain one of the most effective real time reporting tools available.”
An informed staff is absolutely essential to the success of any corporation; this truth cannot be denied in the call center. Call center wallboards can offer your staff information essential to their success and should not be discounted when looking for effective ways to increase your efficiency as a company.
Call center success is completely dependent upon the performance of individual agents, teams and even supervisors motivating those teams. Call center wallboards and Web-based reporting are valuable tools to use in the process, providing real-time information, up-to-date analytics, drill-down capabilities and different viewing options.
Wallboards may not be the most cutting-edge option for communicating with your staff, but they offer actionable information that when used in conjunction with desktop reporting solutions provides total visibility for your office.
Edited by Tammy Wolf