Leading Voice over IP (VoIP) provider Hostcomm has announced the launch of its new and improved wallboard service, giving contact centre managers improved visibility over campaign, team, and agent performance.
The Hostcomm Wallboard is an optional add on for Hostcomm’s hosted VoIP telephony service and hosted dialler service. The web-based wallboard is available from any web browser. This allows managers to see key performance metrics in real-time, wherever they are working from.
“We know how important it is for our customers to constantly improve campaign performance, and that depends on up-to-date monitoring,” says Chris Key, Director at Hostcomm. “With our web-based wallboard, contact centre managers can get a live feed of the most important metrics, presented in a clean, uncluttered interface. It’s easier to find the information you’re looking for, and that makes it easier to take the appropriate action in response.”
As well as a refreshed interface designed with ease of use in mind, the reporting functionality in Hostcomm’s updated wallboard service strikes a balance between convenience and granular control.
The wallboard service reports on several key metrics, including average agent wait time, call wait time, average talk time, total number of sales, and sales per agent. In addition, a workflow statistic helps contact centre managers quantify follow-up actions such as dispatching paperwork.
However, contact centre managers can conveniently customise the way in which these metrics are presented – without the need to wait for an IT department to help. Thanks to custom reports, it is possible to compare metrics head-to-head, or view results on a campaign, team, or agent level. This helps users delve deeper into their data for a more complete assessment of performance.
“When there are things you can do to improve performance and profitability, you want to start doing them as soon as you can,” adds Key. “So with our updated wallboard, our priority was helping our customers find the information they need faster. Customised views make it easy to clear away the clutter of metrics you’re not currently using and stay focused on actionable information. Of course, we’re also happy to customise the data view to suit the needs of individual contact centres.”
The updated Hostcomm wallboard service is charged at 10%of the monthly service fee for hosted telephony and hosted dialler customers, and compatible with any web browser, across all platforms.
To find out more about Hostcomm, visit www.hostcomm.co.uk
