Top 5 Call Center Wallboard Mistakes You Should Avoid Right Now!
As it goes with the saying, “Give the lady what she wants”, contact centers are focused on delivering flawless services to their customers. Customer experience remains the most important aspect of the customer service department.
Delivering flawless experiences to customers doesn’t demand rocket science. It revolves around real-time data for key metrics like first call resolution (FCR), average handle time (AHT), queued calls, etc. This becomes possible with call center wallboards. Over the years, wallboards have become integral to the contact center ecosystem.
When real-time data is available, it becomes easier for the management to implement apt strategies that enhance the overall productivity of the contact center without compromising on KPIs and metrics.
But this is possible when the contact center is utilizing the wallboard correctly. A lot of companies are flipping coins when it comes to deciding what information or metrics should be displayed on the wallboard. Are you too shooting in the dark? Read on to find out.
Because Modern Problems Require Modern Solutions!
Absolutely! Contact centers face different pain points that should be addressed in the nick of time. Timely redressal of the issues improves productivity levels and elevates different KPIs.
Here are five mistakes that shouldn’t be made with contact center wallboards. In case any of these mistakes have been committed, the solution has been tucked in.
1. Not Acknowledging Agents
When it comes to driving revenue, agents are the ones steering the business with their efforts. However, companies often fail to recognize the hard work an agent puts in by handling pressures. Working in a stressful and discouraging environment paints a grim picture of customer satisfaction. In other words, unhappy agents can drive customers away.
The Solution — Emphasize Non-Traditional Metrics
Instead of relying on metrics like FCR and AHT, the management must focus on displaying non-traditional metrics on their call center wallboard. Net Promoter Score, customer feedback, and balance scorecard are those metrics that contribute to boosting agent productivity.
2. Poor incorporation of Business Requirements
Setting up business goals and requirements remains paramount in every industry. If contact center agents remain unaware of the business goals and plans, it won’t be possible for them to work in sync & achieve the desired goals. How to fix it?
The Solution — Overviewing Agent Performance
Installing wallboards in contact centers helps in gaining deeper insights into various metrics that are essential to track. It generally includes the total number of calls in a day/week/month, queued calls, abandoned calls, active calls, missed calls, etc., These statistics help in calling the shots for agents and boost overall contact center performance.
3. Agent Attrition Rate
Monotony is the mother of demotivation. Up to 55% of contact center agents want to quit their jobs owing to overwhelming work pressure, meeting strict deadlines, and dealing with frustrated customers. This can stall the organizational growth of the contact center.
The Solution — Gamifying Call Center Wallboards
Gamifying call center wallboards plays a significant role in rebuilding the dull working environment and making it enthusiastic for agents. Integrating appropriate gamification elements helps motivate agents to perform better and drive the business toward growth.
4. Choice Overload
Different software systems play a key role in hindering customer experience as agents are unable to focus on primary & secondary KPIs. Using different software for managing different tasks bifurcates the concentration that depreciates the overall performance of the contact center.
The Solution — Integrations
Instead of using multiple software solutions, companies are focusing on integrations for wallboards. Call center wallboards by NovelVox are compatible with different contact centers like Cisco, Avaya, Genesys, Amazon Connect, Dialpad, Five9, NICE, Zoom, and Webex.
5. Customer Service Below Threshold
Customer satisfaction is one of the primary metrics that determine the success of the contact center. If the customer service department is unable to fulfill the customer’s requirement, customers will abandon it. Impending customer service reflects that an organization is losing its customer base frequently.
The Solution — IVRs and Reassessment of KPIs
Skill-based routing is an efficient way to ensure customer satisfaction. It is a simple process of acquiring customer data and forwarding the call to the skilled agent for redressal of the query. If the customer is a high-value caller, advanced systems allow placing such callers in front of the waiting queue reducing the chances of losing a customer.
Utilize the Contact Center Wallboard Correctly
Wallboards should display the right KPIs and information that drives the contact center closer to its business goals. This will keep the CX intact, and KPIs in line, and elevate the overall performance of agents & the contact center.
NovelVox is a leading CX player in the contact center solution industry. With its experience of 15 years and counting, this CMMI level-3 certified company has delivered numerous projects across the globe.
Its product line includes tools like an agent desktop (Agent Accelerator), agent help desk software (NV Desk), chatbot (Infibot), smart CTI connector, omnichannel customer engagement platform (CX Infinity), and wallboard (iVision).
iVision Plus wallboard is an interactive visual communication tool used for displaying different metrics that elevate the overall performance of the contact center and help agents boost their productivity levels. It is compatible with contact centers like Avaya, Amazon Connect, Cisco, Dialpad, Five9, Genesys, NICE, Webex, and Zoom.
FAQS
- What metrics does a call center wallboard help improve?
Ans. Call center wallboards are designed to display different KPIs/metrics and real-time data that drive the business closer to its goals. By installing a wallboard, contact centers can improve metrics like AHT, FCR, and CSAT scores.
2. Is it possible to customize a call center wallboard?
Ans. Yes, call center wallboards can be customized as per the requirement. The information and KPIs displayed can be easily set to the preferred business requirements by the senior management.
