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31 March 2022

Geomant’s Top 10 Metrics for Your Wallboard (Part 2)

By: Geomant

Our last blog covered some of the most important metrics you can add to your wallboard to focus, align, and educate your team.

With today’s highly customizable wallboards, it’s easy for business leaders to synergize their team around a shared set of goals. Business leaders can create the ideal interface for critical knowledge and insights to suit remote and in-office workers. Geomant customers have used our wallboard technology for everything from gamification efforts, keeping staff engaged with competitions and rewards, and supporting remote agents. The biggest challenge for most team leaders is figuring out which metrics to track.

5 More Metrics for your Wallboard

As mentioned in our previous blog, there’s no one-size-fits-all strategy to choosing the right wallboard metrics. Still, some prove themselves to be particularly useful for many businesses. Here are five more of the top metrics we recommend integrating into your wallboard.

6. Average Handle Time

Otherwise known as “AHT,” Average Handle Time is one of the most popular metrics to add to a wallboard because it helps business leaders to understand their team’s processes better. Average handling time measures the amount of time your agent spends addressing customer issues.

While lower handling times mean your employees can get through more customer questions faster – this doesn’t always translate to better performance. You’ll need to ensure your AHT corresponds with a high customer satisfaction rate to ensure your agents aren’t just ending calls quickly – they’re solving customer problems.

If your AHT levels aren’t what you’d like them to be, showing these numbers on your wallboard is a great way to motivate your employees.

7. Average Speed of Answer

The average speed of answer is similar to service level, which tracks the availability, reliability, and performance of your staff. However, with an average speed of answer, you look specifically at how quickly your employees are picking up calls.

Usually, companies aim for the benchmark of answering at least 80% of all calls in 20 seconds. However, your service level goals are likely to differ based on the level of customer requests you’re interacting with at any moment. The speed with which your agents can respond to your customer calls will depend on several factors, such as the quality of technology and training.

8. Abandoned Percentage

The abandoned percentage is another way to represent the abandoned call rate. With abandoned percentage, however, you take a closer look at all of the customers who have attempted to communicate with you through your omnichannel contact center and determine what percentage have given up.

If your abandoned percentage is increasing, this could be a sign you need to monitor the quality of your conversations, to determine whether you have an issue with your processes, employees or technology. It might also indicate your customers are waiting too long for a response so you may need research the source of the delay.

9. Agents Available

This is an essential metric for supervisors and business leaders looking to keep track of their overall workforce and team efficiency. If your number of agents available is high, and the number of calls you have waiting is also high – there’s an apparent problem.

High numbers of agents available indicate that your staff members aren’t moving through customer queries as quickly as they could be. The reason for this could be too much administrative work in-between calls, preventing your team members from focusing on the tasks which need their attention. If this is the case, investing in automation tools to minimize repetitive work between calls could be extremely useful.

10. Agents Staffed

Another critical metric for managers and supervisors in the modern workplace, “Agents Staffed,” looks at how many team members you currently have available and attributed to your contact center system. This can help you decide where you should assign specific tasks and whether you have enough people in your workforce at any given time.

If the number of agents staffed is low and your call numbers are high, you may need to consider adding to your workforce to manage the large influxes in customer demand. Improving customer service starts with having the right amount of talent available.

Find the Right Metrics for Your Wallboard

Every company has its specific selection of key performance indicators it needs to track to ensure excellent results. Building the perfect wallboard means creating an environment where your team members can see the data they need to perform at their best.

Geomant’s customizable wallboards can adapt to suit the needs of any business environment and even support remote teams. The metrics shared above are just some of the points you can track with a Geomant Wallboard. Combining the correct metrics, along with motivational employee messaging can really make a difference!

Contact us today for help creating the ultimate interface for your team.

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