When it comes to getting the best performance from your call centre, good information is essential. If agents are to improve the quality of their calls, they need to know how they’re doing now, and how that could be improved.
In an industry where we’re usually driven by defined targets, every agent needs to know when their targets are close - and when they’re a distant goal. It’s no surprise, then, that wallboards are a common sight at the centre of a call centre environment.
Whether you have one screen or several, they provide a useful way to see statistics, review team performance, and find out what needs to be done to hit targets.They’re a convenient way to give agents the information they need to keep call quality high.
But there’s a problem.
They’re only convenient when you’re sitting in the call centre.
Is your wallboard information visible?
While performance information is useful to agents sitting at workstations, that’s only part of the story. In fact, the same data can be incredibly useful to agents, management, and even customers.
You could:
- Let managers watch over performance from other workstations, offices, or even from at home
- See call spikes as they happen and take immediate action
- Provide live wallboard data to customers, giving them an insight into your call queues so they can decide the best way to contact you
These are just a few of the possibilities, but they can only happen if your wallboard data can be seen outside of the call centre. At Hostcomm, we think it’s time to increase visibility of wallboard data.
Choose a predictive dialler that displays wallboard data everywhere
If you want to be an agile company that’s constantly reviewing and improving, it’s important to choose a predictive dialler that displays information outside the call centre. It makes finding those weak spots that could be improved with training easier to see - wherever you are when they happen.
And, because you have a better understanding of what’s happening with your calls, it’s suddenly easier to achieve better performance.
Call centres that restrict their wallboard data to within a single physical location ultimately restrict their visibility. Call centres that set their wallboard data free are more agile, more flexible, and more able to drive performance and call quality.
