Call Center Wallboard Best Practices

What is a Wallboard?

A wallboard is a monitor positioned in a call center where all agents can see it, displaying real-time operational information like queue status, abandoned calls, agent availability, and SLA breaches.

Why use a Wallboard?

Wallboards help call centers by:

1. Making data-driven, moment-to-moment decisions – Managers can adjust operations based on current metrics like calls waiting and agent status.
2. Monitoring SLAs – An SLA (Service Level Agreement) is a call center's commitment to offer a certain level of service to its customers.
3. Motivating agents – Real-time KPIs help team members track performance and identify improvement areas.
4. Boosting productivity – Providing agents access to key data encourages collaborative goal achievement.

The dos and don'ts of call center wallboards

Don't overshare. Too much information creates confusion and stress, causing agents to lose focus.

Share attention-grabbing data. Display indicators that are relevant and controllable by your team.

Use it to incentivize. Position the wallboard as a motivational tool, not a punitive one.

There's no wrong or right. Display data most relevant to your specific business needs.

Customized Wallboard – The Most Effective Solution

When selecting a wallboard, consider solutions that integrate with your existing software, offer full customization, are user-friendly, and include color coding for clarity.