Wall Boards - what are your experiences, good and bad!?

Topic Views - 66

Specialist Lead

RCUK SSC Ltd


Morning everyone,

We're considering implementing the use of Wall Boards to display call information, i.e. calls in queue, no. of agents ready, the usual stuff. This info is already available to managers and agents on can just see no of calls queuing; on their desktops

I visisted another company (inbound call team) and they actually removed their wall boards because they wanted to change the focus from quantity to quality and it worked. Now they place prime focus on quality and manage quantity secondary. I really like this and it fits with my organisation; the quality is very high and I'm not convinced what value wall boards add.

We are an inbound team dealing with an extremely wide variety of queries; often complex, also make a high number of outbound calls to resolve and respond to issues.

So, what are your thoughts and experiences on this?


Sales Manager

Hoseasons


I have always worked along the lines of quality and not quantity. I feel that it should be the team leader and managers job to manage their teams productivity, and that agents can only deal with one call at a time and their focus should be on quality of the call they are dealing with. I run an inbound sales and customer service call centre and we don't use call duration as an agent target either.....


Director

Motiv8 Solutions Ltd


Hi guys, I have to be careful how I phrase this but we know from first hand experience that the vast majority of contact centre employees couldn't even tell you what was being measured, let alone what the results were! When we ask "agents" about this they unsurprisingly say it's because the Wall Boards are dead boring and in reality most of the data points are designed for management. You should also consider the motivational impact of Wall Boards? The fact is they aren't motivating, they are at best neutral and more likely to be a source of de-motivation. Why? Because supervisors who through no fault of their own, have had no specialist training in motivation skills, use the Wall Boards to berate employees when collective performance slips below the designated minimum acceptable standard. So if I were you, I would make sure I have a very clear rationale for what I want to achieve from using traditional data heavy Wall Boards. Hope this helps?


Team Lead

Sykes


When times are tough wall boards can definately cause stress to agents, on the other hand when things are going well it is nice for everyone to see that. Potentially, if you can see how many agents are on Not Ready peer pressure can help to reduce not ready or aux state useage. As a team lead it is an easy way for me to see what is going on whilst doing other work. In the past I had dual screens so could have one screen working as a wall board and another screen to enable me to carry out other tasks (i dont anymore so like to have visibility of a wall board). There are pro's and cons each way - have you considered getting feedback from your agents? perhaps using survey monkey?


Planning & Control


One of the problems in addition to its motivational effect, is a wall board does to some degree become wallpaper.

By filling it with information which is meaningless, they can't control is a complete waste of time, but even good information wont stay interesting (in the same way you wouldn't watch the same film every day).

Our wallboards are able to display about 200 different pieces of information (though we normally only have 4 at one time)

We often like to add a "mystery number" for a week and have a bit of a competition to who can guess what the mystery number is, with the first correct answer/funniest answer getting a prize.

The actual number added may not be too useful, but some agents like to watch its behaviour as it moves, and try and figure out what it could be. Anything which gets them looking and thinking is good, and arguably it is harder to engage than to inform, so we see it as a win.


VP Sales

Spectrum


As a provider of wallboards and many other options for call centre reporting displays my opinion will be biased. I enjoy reading comments from call centres about wallboards. Can wallboards become a piece of art on the wall? Can wallboards become demotivators? Yes to both. This happens for a number of reasons.

1. Demotivator: A wallboard should not be used to create a competitive environment or point out the weaknesses of the agents. Doing these things demotivate the call centre and the agents. This will also create a quality issue - why should I care when the company does not care about me.

2. Artwork on the wall: The wrong content is being displayed on the wallboards. if the content is not anything I can control, isn't about anything that I work on, points out my faults and errors why would I want to look at it?

3. If there no goals or objectives for the wallboard the content will be "just the usual stuff".

Wallboards need to be used properly to improve the status and performance in the call centre.

* Display only group information and not agent specific information. Save the agent specific information for the desktop.

* Display the goal, current status and variance. This explains what is important to the call centre and how the group is performing.

* Determine your goals and objective for the call centre and use the wallboard to help achieve those goals.

* Don't display so much content that the wallboard cannot possibly be read by an agent.

* Try taking a positive approach to the content. Answer rate instead of Abandon rate, for example.

The success of a wallboard is reflection of how much thought and work went into the data that is captured and content that is displayed.


Director

Motiv8 Solutions Ltd


lets be honest everybody. Is the wallboard there for the management or the agents benefit and what would be the effect of taking it away? Our experience in lots of different contact centres in-house, outsourced, off-shore, is that wallboards are wallpaper and ignored by the agents and inadvertently a de-motivator. Perhaps we should have Jonty do a survey on the subject?


Call Centre Manager

The Private Clinic


Hi all

We have a wallboard up in our call centre and I believe that it is a very important part of our success. The culture of the Call Centre determines the way clients are dealt with and not the Wallboard. Although we spend enough time with each client, the wallboard is a reminder of what lies ahead. If there is 3 or 5 people in the queue the agent know to speed it up a bit without letting the client down. Ours clients also by now know that we normally spend a lot of time with them at their pace, so when it goes slightly quicker it is not an issue. We are fortunate and that we have seen the value in spending time with our clients if needed (the majority of them just want to book the appointment and get done with the call) so we very seldom have a constant queue of clients.


Specialist Lead

RCUK SSC Ltd


Great comments and input, thank you everyone, it's really helpful.


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