Switchvox Call Center Wallboard
The scene: A business that has multiple employees answering calls for a shared purpose. Maybe you’re an auto dealership with sales and service contact centers. Perhaps you’re an IT provider with 4-5 employees working a helpdesk. Or, maybe you work in a doctor’s office with a group of nurses who triage patients over the phone. In all of these cases, you’re likely utilizing a call queue (or a few call queues) to have callers reach someone as quickly as possible. It’s a great first step in providing excellent customer service. But, how do you know if your queue settings are working? How do you know if your staffing is appropriate? Essentially, how do you know if you are providing better quality service to your customers? The answer: The Switchvox Call Center Wallboard.
Monitor Call Queue Statistics
The Switchvox Call Center Wallboard is a large, information display widget that can be placed on any queue member’s Switchboard and is designed to show all of your important call queue statistics in one, easy-to-read location. It’s an at-a-glance view of how well your call queue is performing, and it’s a must-have if you’re running a call center with service level agreements (SLAs) that must be met.
Need to know what the average wait time is for your callers? The Switchvox Call Center Wallboard makes it easy to see. And, with customizable alert colors, you can quickly tell if you’re within or outside of your defined metrics.
Not only does the Switchvox Wallboard give you insight into your callers’ experiences, but it also helps with staffing too. In the sample image below, we can clearly see that our maximum wait time for any caller is 3 minutes and 49 seconds. However, if our SLA states that it should be less than 3 minutes for this particular caller, then we have missed the mark. We can also see that only one employee is logged into the queue. As a contact center manager, I can know that having only one employee in this queue is not enough. So, I might have an overflow employee jump in to take a call. Or, if this is a systemic issue that regularly occurs at a certain time of day or on certain days of the week, then I might preemptively have another employee staffed and logged in during these times to ensure that our average wait time doesn’t exceed 3 minutes.