Thorsten Hinterkeuser, Head of Customer Services at rahm GmbH tells us why wallboards are so important for his contact center and how they’ve positively impacted the whole team’s performance.
Thorsten made a lot of changes when he moved into his role a year and a half ago.
The team was moving to Salesforce which had a ripple effect for many of the other tools they were familiar with. He also had to change their phone service provider, and as a result the wallboard tool they were using.
With the shift to Salesforce Thorsten chose Aircall as their phone service solution. Aircall integrated neatly with Salesforce and the product perfectly matched the contact center’s needs.
Second only to fixing the phones was their need for a wallboard.
I needed a wallboard tool immediately. I know for inbound and outbound contact center teams, it’s so crucial to have an overview of what’s going on.
So we dug a little deeper with Thorsten to find out what was so crucial to him and his team about a wallboard and uncovered five reasons why they’re a must have for contact centers.
1. Align everyone around KPIs
With over 50 agents working within Thorsten’s Customer Service team, he needs to make sure that they’re all on the same page. It’s crucial that everyone is aware of their KPIs and the impact they can have on them.
Setting up wallboards on three screens within their contact center has enabled Thorsten to align teams around the metrics most important to them.
With multiple teams focused on a variety of different KPIs it was important for Thorsten to build a wallboard for each team. That way the key metrics shared were always relevant and available.
2. Building accountability within the team
On his journey to share real-time Aircall data, Thorsten found Geckoboard. Since rolling out his Geckoboard wallboards he’s seen a new accountability from members of the team.
Geckoboard was a step up in data visualization compared to the list of numbers in their previous wallboard solution. Agents now have the ability to scan the dashboard and spot when things are going well, or when there’s an influx in calls through use of status indicators.
The change in their wallboard has driven accountability, the team uses the data being shared to inform decisions about their work.
Their behavior has changed. For example, if they notice that we have six agents online, four talking to clients and another on a lunch break, they’ll wait before taking their own break to ensure the lines are covered.
3. Give all staff an overview of performance
Thorsten believes that for a contact center to perform at their best, everyone needs to have an overview of how the center is performing. This was a key point for Thorsten.
Displaying data on a wallboard means it’s not hidden within Aircall, Salesforce or any other tools that the team may be using. It’s available to everyone in a very visible setting so there’s no confusion over how individuals or teams are performing against KPIs.
4. Give team leads and management opportunity to adapt workflows
Alongside the multiple team wallboards, Thorsten has created six more to be used by himself and the team leads. This enables the managers to monitor and manage workflows.
His wallboards give an overview of all six teams workloads and a top level view of performance.
With his wallboards he’s able to spot gaps in workflows and work with the team leads to move team members around or reallocate work.
5. Geckoboard shows real-time Aircall data
Geckoboard has just released a new version of their Aircall data source. Alongside a host of new metrics and a better building experience, the data got even faster!
A critical metric to Thorsten’s team is seeing the number of clients waiting on the line. This number now updates on his wallboards in real-time with Aircall.
It’s important to have real-time data, any delay means we could be missing calls without knowing. So this is very cool!
Want to try Geckoboard wallboards? Get a 14 day free trial to see how you can transform your contact center performance.
