Expert evaluation of call center tools
The goal of this study was to assess the impact of rolling out a new sales and service application to thousands of desktops, handling millions of calls.
Our team conducted a series of offline (task-based) and online (live) studies with call center reps. Our client then evaluated the expected impact pre- and post-launch of the application.
Time, motion, and error data were collected – as well as, qualitative input. The result was a clear picture for our client as to what the impact of the new application would be if implemented as-is.
Call center application design
We were asked to evaluate various aspects of their call center and service technician operations to identify opportunities for system redesign.
Our team conducted contextual inquiries with service technicians in the field as they processed requests for installs, service, and repairs to identify opportunities to enhance efficiency and effectiveness at point of service.
Our team observed customer service representatives (CSRs) in in the call center with an eye towards improvement at the service request level, and led collaborative design sessions with the CSRs to identify workarounds that could be translated into system improvements.
We proposed interface improvements on the CSR and service technician side that addressed both CSR’s desire for a more efficient order entry process, as well as service technician’s desire for accurate and timely access to customer information.