What is a call centre wallboard?
Wallboards are large format digital displays, usually a television screen or projection, that can aggregate real-time call centre data and present it in a practical, easy-to-understand format. The data displayed depends on individual business requirements but might include Key Performance Indicators (KPIs) such as average talk time, number of idle agents, or abandoned call rate. Some professional wallboard solutions use thousands of data points, while other businesses may only require a few key metrics.
Wallboards are helpful for call centre agents as they can provide informational support such as reminders of Service Level Agreements (SLAs), incentive targets and alerts. Benefits for supervisors include the ability to display a clear real-time overview of the operational status of a call centre.
Wallboards can be configured to indicate that a data threshold has been met and send alerts directly to agents’ personal devices, keeping them informed no matter where they are.
What type of data can be displayed on wallboards?
A wallboard is yours to customise and display whatever you want. When you are carefully scanning through data reports trying to find places where you can optimise, ask yourself, ‘is there any data that would have been helpful to know at the time?’
Wallboards can display any key metrics and information essential to the operation of a company; below are a few examples of what can be displayed:
- Calls waiting - the number of callers currently waiting to speak to an agent.
- Calls in progress - the number of contact centre agents in active calls.
- Agent availability - the number of agents available to take calls.
- Agent status - the number of idle agents.
- Longest call wait time - the maximum time a caller has waited on hold.
- Queue statistics - the number of callers currently waiting, the number of callers who hung up whilst on hold, or the average time a caller spends on hold.
- System status - such as if there are any system outages or no available agents.
Recent performance statistics
- Call abandon rate - the number of callers who hung up while waiting on hold.
- Missed call - the number of calls missed or dropped by agents.
- Average answer time - the average length of time a caller has to wait before the call is answered.
- Average abandoned call time - the average time before a caller hangs up while on hold.
- Answered - the total amount of answered calls.
- Talk time - the total talking time for all serviced calls.
- Waiting Time- the average waiting time for all queue calls.
- Sales - the total number achieved throughout the day.
Compare performance against previous periods
Trends can help a manager understand a call centre’s performance trajectory. By comparing periods, you can answer questions such as, are service levels improving or declining? Importantly, having the right data enables you to understand why a change is happening and adjust procedure accordingly.
Policies and procedures
Call centre managers are continuously updating policies and procedures, which can be a bit of a headache for agents to keep on top of. By displaying the key changes and points to remember, managers provide agents with a valuable prompt to refer to.
Alignment with key performance indicators (KPIs)
What are the metrics that indicate success in your business? Are agents keeping the goals in sight? It’s essential to be reminded of the objective so a team can move calls in a unified direction. By including KPIs such as sales figures or customer satisfaction, a wallboard can provide agents with a tangible scorecard to focus on.
Benefits of wallboards in call centres
The innumerable benefits of a wallboard are hard to quantify as there is so much flexibility in how they can be implemented. One creative call centre displays the popular game Angry Birds, with game progression and success directly connected to agent performance. How a wallboard benefits your business depends entirely on your goals. Below are some examples.
Boost morale to motivate agents
Wallboards can be configured to rank teams or individual agents based on performance. This great incentive has been proven to reduce agent absenteeism and can change an often stressful environment into one that encourages camaraderie, focus, and a drive to improve personal productivity. Studies show that this kind of workplace atmosphere “prepares body and mind for increased effort and enables higher performance”, proving that a little bit of healthy competition can go a long way.
Make informed decisions
Having up-to-date information can help supervisors nip problems in the bud. If the number of available agents drops to zero or there is a sudden influx of related issues, a supervisor can respond accordingly. Wallboards provide actionable data on the fly and can be updated with different information throughout the day, giving agents the confidence they need to stay focused.
Improve customer experience
Every contact centre agent will tell you that happy customers make the best customers. Wallboards can optimise call flow by reminding agents of procedures and providing solutions to trending issues, leading to faster resolutions, increased caller satisfaction, and reduced time spent on calls.
Provide the management team with a clear overview
You wouldn’t navigate a ship based on yesterday’s position, so why run a call centre based on outdated daily reports? Real-time information is the only way to understand the true position of a business at any given time.
Call centre wallboards improve team productivity by making everything they need to know on the fly as accessible as glancing at a watch display.
Benefits for contact centre agents
Notes about company policy can help teams to adhere to Service Level Agreements (SLAs) and offer support such as helpful tips and updates to policy. Real-time data can help agents jump in when needed and work more closely as a team.
When is the right time to implement a wallboard solution?
If any of the following apply to your business, it may be time to consider a wallboard solution.
Is data lag slowing management?
If you rely on generating end-of-day reports to make procedural decisions, you may miss out on intraday performance fluctuations.
Is data lag slowing agents?
With real-time feedback, agents can self-adjust in the moment rather than relying exclusively on delayed reporting and manager feedback.
Do you have more than one contact centre?
Trying to make sense of raw data from multiple contact centres would be challenging for anyone. Wallboards present the key statistics in an easily digestible format so that at a glance, you can know everything you need to know about all of your locations.
Would real-time alerts increase agent productivity?
Would knowing that your office is on fire affect your decision-making? By enabling threshold alerts, agents and supervisors can be made aware of critical situations that may otherwise have gone unnoticed.
Are agents underperforming, and it’s unclear why?
Identifying a problem but not seeing a clear solution or understanding the cause can be frustrating. It is often the case that so-called ‘problems’ are actually symptoms. For example, if agent performance is dipping down at a particular time of day or day of the week, configuring a wallboard to display trending queries or issues might highlight a routine customer behaviour. A wallboard can be adjusted at any time to display relevant tips or reminders of specific policies and provide the granular data needed to identify the root cause of issues.
Tips on wallboard implementation
Distil your business into core KPIs
What does success look like? What is the best way to measure performance? Try and answer these crucial questions when planning a wallboard.
Less can be more
Don’t overburden your wallboard with too much information. An agent should be able to get all he needs at a glance, even while distracted by an ongoing call. If your business has many essential metrics needed on continuous display, consider spreading it across multiple boards so that employees can immediately reference only the data they need.
Choose a suitable wallboard for the space
It’s all well and good optimising the best possible wallboard configuration if no one can see it. Consider the screen size; is it large enough to be viewed by all employees? If going with plasma or a projector, will it be bright enough to be visible in a well-lit contact centre?
Use contrasting colours and bold fonts
Display easily legible fonts that can be read quickly from a distance and use high contrast colour schemes. There is no need for artistic flair when selecting a font; remember that it’s functionality over form with wallboards.
Consider layout carefully
Display data and statistics in a logical format so that an agent can intuitively navigate to the relevant information without having to think about it. For example, metrics about calls in the queue could be next to abandoned call cost, and calls ended on hold.
Frequently Asked Questions
Are wallboard services included in all VOIP system packages?
Most but not all VOIP system packages include wallboard support as an included service. If you are considering a wallboard solution, be sure to check with your service provider before moving forward.
Are contact centre wallboards expensive?
With the price of screens dramatically reducing in recent years and wallboard functionality being included in most VOIP services, wallboards are more accessible to contact centres than ever. Professional wallboard solutions can start at as little as £1000.
However, companies may be required to pay licensing fees for larger systems working from multiple data points. This can be more expensive, with prices varying wildly depending on the specific needs of the business and the types of data displayed.
How do wallboards provide up-to-date live data?
Wallboard displays are operated by specialist software that pulls data from potentially thousands of datasets, such as VOIP systems or emails. The data is consolidated and then output on the wallboard in a usable format such as a chart or a graph.