Importance of Wallboards in Call Centers

Wallboards are giant sized monitors that you find hanging from the ceilings of call centers. Any busy call center will have several of these mammoth screens that give information about different call center services and processes. On a very basic level, a wallboard is like a display screen that shows everyone on the floor what the status of the project is. The manager or supervisor is given the responsibility of working out the wallboard. Many of the updates on the screen come from automated software. Sometimes the managers also add value or make changes manually. The way it is displayed in plain view makes it very obvious that the call center companies want everyone on the work floor to know what is going.

There are several advantages of using wallboards in call centers. The first one is that the employees on the call center floor get updates and alerts on how the project is rolling. It is a quick check for the agents as well as the managers to find out how much ground they have covered and what is left of the task. Telemarketing projects are dynamic, as they are flexible. That is why there is a need to change gears during the course of the sales cycle. You might find that you have not covered half the task though half the time is already over. That is when you have to pull your telemarketing services together and push harder. Wallboards help in determining that time and explaining that sense of urgency to the agents on the floor. It is like a timepiece that tells the time, except that the wallboards are multifunctional and tells you a lot more than the time.

The second big advantage of the wallboards is that it puts the managers and agents on the same plane. Work in call center units happen in cubicles and work reports sent at the end of the shift. There is little that is expressed openly. Agents do not always have the idea of how much their peers are selling and if they are actually leading the pack! Wallboards will allow individual telemarketing agents to evaluate where they stand. The managers can keep updating the metrics like longest hold time or the number of incoming calls waiting in the queue. Agents of the inbound call center will immediately know that they have to pull themselves together. Just like the wallboard keeps track of the lack in progress, it also announces success! The entire floor will immediately know when an agent hits the target.The use of wallboards has made work easier at the call centers. Call center units are always in search of a unified reporting structure that leaves nothing to the risks of miscommunication. This is the best way of updating a reporting format that everyone can take a look at instantly. In a telemarketing department, projects and metrics have to be dynamic in order to be successful. Wallboards go a long way in ensuring that the agents and managers work in that constantly innovating ambiance.