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 Call Wallboard?
Call centre wallboards typically display data to motivate agents and supervisors. They provide immediate performance and operational insights, such as:
KPIs
- How many calls are in the queue
- How many active agents there are
- Current wait times
Performance Data
- Call handling times
- CSATs (customer satisfaction scores)
- Calls handled per hour
- First contact resolution (FCR)
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 enhance efficiency, performance, and overall operations. Here are some key benefits:
Improve 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 key 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 clearly 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 clearly visible on the wallboard for agents, supervisors and managers to see and make necessary adjustments.
Improve Motivation
Clearly 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.
Wallboard Best Practices
What works for one call centre may not work for another. To implement your wallboard effectively, there are certain practices to follow. Here are some key best practices:
Display The Most Relevant KPIs
First of all, focus on the core metrics. Display the most relevant KPIs that align with your goals - whether it be AHT, number of idle agents, or abandonment rate. Make sure you also display real-time data too - this can help call centre agents and managers make quick decisions when needed.
Adjust The Display Frequently
Ensure you are frequently updating the display. The display should be tailored based on the audience's needs - for example, if the wallboard is in the management office, ensure that it’s displaying the appropriate data. Likewise, if it’s for in-office or remote workers, ensure that they are seeing the most relevant insights.
The wallboard should be adaptable - you should be able to update it regularly to reflect any changes in priority or conditions. For example, you can show how trends are changing, or post updates to performance metrics.
Opt for a User-Friendly Design
Ensure that the wallboard is readable and easy to understand. To avoid clutter, limit how many metrics are on display. Too much data can quickly overwhelm the call centre agents - simply choose the most appropriate data to display (data that aligns most with the call centre objectives).
You can enhance readability by using bold fonts and contrasting colours. Bright colours can draw attention to the board and make it easier to understand. Getting the balance between visual appeal and functionality is key.
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 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 times of low demand.
Other 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, and TVs, or view them 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 AI-powered speech analytics, customisable reports, and much more.
Make data-driven decisions and improve your call centre efficiency today with MaxContact. Book a demo or enquire today to get started.
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