Call center dashboard example
Why is a call monitoring dashboard useful?
Customer service is central to most businesses. A good experience keeps customers loyal or a bad one sends them running for the competition. To better serve customers, businesses now use multiple customer communication channels. It’s common for a customer success team to manage a ticket based system, a chat tool and an inbound call center with key metrics being monitored across all of them.
Understandably, this can get overwhelming. That’s why this dashboard template uses key efficiency and quality metrics to help measure and monitor overall call center performance. By displaying them on a TV dashboard, the team will be able to spot bottlenecks in their call queue, stay motivated and keep important targets front-of-mind throughout the day.
If you’d like a similar template for your ticket-based system, have a look at this customer service dashboard example for inspiration.
Want to build your own customer support dashboard?Read more
Who is a customer support call monitoring dashboard for?
A call center manager or team leader and the wider team.
How can a phone support dashboard help you achieve your business goals?
This TV dashboard template helps you answer critical business questions about customer happiness, interaction quality and team productivity. By tracking live phone support metrics such as number of calls waiting in your queue, current wait time, longest wait time and average wait time for each of your phone numbers side-by-side you can get a sense of how busy you are and how your agents compare on key metrics such as number of calls accepted at a glance. Combined with current ticket-based support metrics and service status, you have a complete view of your support activity. For example:
Scenario 1: Has the volume of calls and average wait time increased across your call centers?
Action: Your team may be stretched too thinly and can’t cope with the volume of requests. To alleviate pressure and keep customers happy, consider hiring new agents. Long waiting times will eventually cause frustration among customers and they’ll head for the door.
A TV dashboard is also a great way to monitor team workload. For example:
Scenario 2: Have the wait times increased and there are a lot of callbacks waiting?
Action: Check the amount of calls accepted across your team. If the volumes vary drastically between team members, check whether it is the complexity of the issues which is slowing agents down. If you’re dealing with a bug, consider sending out a message to all customers to keep the queues under control. Otherwise, consider offering more training to slower agents–your more experienced agents could probably offer helpful tips.
Also it’s crucial to have a broad view of your metrics across customer service channels to spot threats quicker. For example:
Scenario 3: Did you receive alerts that your service is down?
Action: Consider sending a proactive message to all your customers letting them know about the issue and keep them updated of the status as you work on a solution. If you’ve recently launched a new feature or had an outage, customers are more likely to get-in-touch. Make sure all your agents are aware of the issue and ready to assist customers with empathy.