The Problem
Lack of real‑time monitoring
The agency, whose business relies on marketing performance and customer acquisition, needed immediate visibility into call activity to assess team productivity.
Difficulty evaluating performance
Without precise operator‑level data, such as total talk time, it was difficult to identify strengths or weaknesses in handling potential customers.
Lack of a multilingual solution
Operating in an international context, the company needed an interface capable of overcoming language barriers and adapting to different operational needs.
Slow flow management
The inability to instantly see the number of available operators versus call volume prevented timely intervention to optimize workloads during peak activity.
The Solution
Real‑time dynamic wallboard
Development of a control panel that displays each operator’s performance and the status of call groups.
Custom multilingual interface
Creation of a simple, accessible interface in Danish, English and Italian, facilitating operations and collaboration among partners.
Session tracking
Implementation of specific statistics tracking the time of the first and last conversation, providing a precise overview of daily activity.
Group data visualization
Integration of a collective view to monitor available operators versus total call volume, enabling timely action.
The Benefits
Maximum responsiveness
Immediate visibility on available operators allows managers to actively balance workloads and optimize call flows.
Objective performance evaluation
With precise data (such as average talk times), the agency can analyze real productivity per workstation and identify areas for improvement.
Simplified international operations
Multilingual support (Danish, English, Italian) removes technical barriers, ensuring smooth and immediate use of the platform by the entire team.
Performance monitoring
Live KPI Dashboard: Immediate visualization of key performance indicators, essential for an agency that must convert leads into active customers in real time.
Conversation time optimization: By monitoring total talk time, managers can calibrate call duration to maximize commercial effectiveness.
Precise operational control: Tracking the first and last conversation gives managers a clear picture of call center coverage during campaigns.
Our collaboration with ISA Adv Denmark
In collaboration with VINCENTZ AS Asp, a Danish company specialized in cloud‑based communication solutions, we developed a customized solution for ISA Adv Denmark’s Call Center, an agency specialized in marketing and customer acquisition optimization. Together we customized the Wallboard integration, giving the Call Center precise operator‑by‑operator performance control, enabling timely action and quick identification of issues.
Multi-queue monitoring