Wallboard
A Wallboard is a large digital display screen used in call centers to show important real-time information to teams. Think of it like a scoreboard that shows how well the call center is performing at any moment. It displays things like how many calls are waiting, how many agents are available, average wait times, and daily goals. Some people also call it a "Performance Board," "Metrics Display," or "Real-time Dashboard." These displays help managers and agents see what's happening in the call center at a glance and respond quickly to changing situations.
Examples in Resumes
Managed team performance using Wallboard metrics and coaching
Implemented new Wallboard systems to improve call center visibility
Used Performance Board data to achieve 95% customer satisfaction
Monitored Real-time Dashboard to optimize staff scheduling
Trained team members on Wallboard metrics interpretation
Typical job title: "Call Center Managers"
Also try searching for:
Where to Find Call Center Managers
Professional Networks
Industry Resources
Example Interview Questions
Senior Level Questions
Q: How would you use wallboard data to improve call center performance?
Expected Answer: Should explain how to analyze trends, set achievable targets, and implement changes based on metrics shown on wallboards. Should mention staff motivation and performance management strategies.
Q: What metrics would you prioritize on a wallboard and why?
Expected Answer: Should discuss key performance indicators like average handling time, customer satisfaction scores, queue length, and service levels, explaining why each is important for operations.
Mid Level Questions
Q: How do you use wallboard information for real-time decision making?
Expected Answer: Should explain how to respond to changing call volumes, adjust staffing levels, and manage break times based on wallboard metrics.
Q: How do you train new staff to understand and use wallboard information?
Expected Answer: Should describe methods for explaining metrics to new employees and helping them understand how their performance impacts the numbers shown.
Junior Level Questions
Q: What are the basic metrics shown on a wallboard?
Expected Answer: Should be able to identify common metrics like calls waiting, average wait time, agents available, and calls handled.
Q: Why are wallboards important in a call center?
Expected Answer: Should explain how wallboards help maintain awareness of current performance and help teams respond to changing call volumes.
Experience Level Indicators
Junior (0-2 years)
- Basic understanding of call center metrics
- Team coordination using wallboard data
- Daily performance monitoring
- Basic scheduling and break management
Mid (2-5 years)
- Performance trend analysis
- Team coaching using metrics
- Resource allocation
- Setting and monitoring KPI targets
Senior (5+ years)
- Strategic performance management
- Multi-team coordination
- Complex workforce planning
- Process optimization using metrics
Red Flags to Watch For
- No experience with performance metrics or KPIs
- Lack of understanding of basic call center operations
- Poor team management skills
- Unable to explain how to use data for decision making
- No experience with real-time management
Related Terms
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