Wallboard outgoing calls

Our wallboard for outgoing calls is a powerful tool that helps salespeople keep track of their performance and create a healthy competitive spirit within the team. At the same time, it enables managers to identify salespeople who may need extra support.

Components of the Wallboard

The wallboard consists of several components that provide a clear picture of call statistics and performance.

Round Goal Meters

At the top, there are up to three round goal meters showing the group’s progress towards set goals, such as the number of calls and call duration. The percentage is based on the number of agents who have achieved the goal, with colors indicating goal fulfillment:

• Red: 0-50%

• Yellow: 50-75%

• Green: 75-100%

Example: If 4 out of 5 agents have achieved the goal, 80% goal achievement is displayed.

User Table

The table shows up to 12 users, sorted by goal fulfillment. Each salesperson’s progress is shown as a percentage and with the same color coding as the round goal meters (red, yellow & green). Under the name, it shows whether the user is busy on a call or not.

Example, a salesperson has:

• Made 10 calls (goal 20 calls) → 50%

• A total talk time of 30 minutes (goal 45 minutes) → 75%

• An average talk time of 5 minutes and 12 seconds (goal 4 minutes) → 100%

The goal fulfillment is then (50% + 75% + 100%) / 3 goals = 75% (green)

For each user, detailed statistics are also displayed with up to 5 different metrics. The following metrics are available:

• Number of calls

• Total talk time

• Average talk time

• Number of unaswered calls

• Number of busy calls

• Number of unaswered and busy calls

• Percentage of unaswered calls

• Percentage of busy calls

• Percentage of unaswered and busy calls

Summary

On the right side of the wallboard, a summary of the group’s performance is displayed, including the total number of calls, total talk time, average talk time, number of unaswered calls, and busy calls. The user table shows a maximum of 12 users, sorted by achieved goals, but all users are included in the summary.

Usage and Interpretation The wallboard can be advantageously presented on a screen visible to everyone in the team by using the wallboard’s unique link.

Daily Use

• For Salespeople: Use the wallboard to track your daily progress and compare it with your colleagues. This can create a motivating competitive spirit.

• For Managers: Monitor the team’s performance and quickly identify if any salesperson needs extra support or coaching.

Data Interpretation

• Call Statistics: Analyze the number of calls, total talk time, and average talk time to get an overview of each salesperson’s performance.

• Unanswered Calls: Keep track of the number of unaswered calls to identify potential problem areas.

• Summary: On the right side of the wallboard, a summary of the group’s performance is displayed, including the total number of calls, total talk time, average talk time, number of unaswered calls, and busy calls.

Configuration

The wallboard is configured in our portal and can be found under Statistics → Wallboard Outgoing.

1. Settings: Start by setting goals and parameters for the wallboard. This can include daily call goals, expected call duration, and other relevant KPIs.

2. Customization: Customize the wallboard according to your specific needs. For example, you can select users and which columns to display. There is also an option to set a name that appears at the top left of the board and specify how many seconds a call needs to be to count (to avoid counting calls to voicemail as successful).

Frequently Asked Questions

How do I set my goals?

Go to the settings page in the portal under Statistics → Wallboard Outgoing and set the daily call goals and other KPIs for the wallboard.

How can I see my performance compared to my colleagues?

Use the user table on the wallboard to compare your progress with your colleagues.

Summary

The wallboard for outgoing calls is an invaluable tool for improving sales performance and creating a motivating work environment. By regularly using the wallboard, both salespeople and managers can ensure that goals are met and that any issues are quickly identified and addressed.