The Lanonyx Real-Time Leader-Board can drive efficiency
When it comes to managing an inbound customer support centre efficiency is everything; after all, such centres are the front-line of your company, and must be seen to be doing everything they can to answer questions, resolve issues, and pass on positive and negative reviews – and without taking too long for calls to be answered.
But, how do you ensure that your inbound team is working at its most efficient, and that customers and potential clients aren’t being kept waiting around? Call logging software is a great way to track your business’s progress when it comes to monitoring statistics such as call waiting time and duration, and the number of calls that have been missed throughout the day. However, what happens when you need such data in real time, and to control the flow of your business’s call centre as the day progresses, rather than receiving a summary at the end of the day? A call wallboard, such as the Telestat 7 Real-Time Leaderboard, is a great way to keep track of time-sensitive statistics, ensuring you can make changes to your team’s dynamic should you spot an issue.
Features and benefits of a Leader-Board
First thing’s first; a leaderboard, such as the Telestat 7 Real-Time Leaderboard features multiple screen options, enabling data to be seen both within the office and offsite, as well as being displayed at several points throughout the call floor. This means that you’re never very far from the information you need in order to make snap judgments about your staff’s performance, or to congratulate a job well done. In addition call information can be displayed on wall-mounted television screens and PCs, providing a number of ways that you can access such details. Perhaps the most tempting feature of the Telestat 7 Real-Time Leaderboard, though, is its customisability; alter columns, input new data, be selective about the team members, or departments, you monitor, and highlight statistics in different colours to better pick out important leads – it’s all there at your fingertips:
- Set up to 30 columns, which will read from both .csv or .ini files – ideal for showing call duration, waiting time, and missed calls
- Create individual sounds for each sales member, or department, so that you’re alerted to progress immediately, or able to react to too many missed calls
- Choose between five different screensaver images, which can be used to show company details or motivational slogans
- Programme the leaderboard to show the details you’d most like to capture, including a customer’s waiting time, the duration of the call, whether or not the call was resolved, and the number of calls that are lost within any given period
- Rotate the leaderboard’s screens so that you may view the statistics pertaining to different teams and departments at any one time – ideal for head offices, or for managers in offices that are separate to the main sales floor
- Added extras, including report generator, real time graph creation, group wallboards, and real time stats that will enable you to make the most of every statistic; such extras can also be run remotely, and are accessible offsite.
Measure the efficiency of your inbound customer support employees with a leaderboard
Operating an inbound customer support call centre is a time-sensitive business; customers will never want to wait too long for their call to be answered, spend too much of their time resolving an issue, or go through the frustration of having their call go unanswered. Being able to follow the statistics, and thus monitoring the efficiency of your inbound support team is, therefore, incredibly important. While missed calls are an unfortunate part of every day life when you work in such a business, particularly when you’re receiving too many calls to process, there’s a lot that you can be doing to reduce that amount; bringing in more staff, opening more phone lines, and ensuring that customers have other means of contact are just some of the proactive ways you could be limited such happenings. However, how can you take action to reduce missed calls, and to limit call times, if you’ve no idea that such situations are occurring? A wallboard like the Telestat 7 Real-Time Leaderboard is just one way that you can improve your teams efficiency, keep track of your company’s goings on, and to provide motivation to your team as the day progresses.
Are you doing all you can to keep your call centre running efficiently? If not, it could be time to give us a call on 0333 0022 440, or contact us, and one of our friendly team will be waiting to assist you.