Case studies

Call center

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Expert evaluation of call center tools

Our client was upgrading a sales and service application for customer service representatives and needed to understand the impact to the business of making this change.

Challenge

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.

Approach

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.

Outcome

Based on the qualitative feedback we collected, we provided guidance as to what elements to improve to reduce the impact of the change.

Call center application design

A major utilities and telco provider sought to improve their customer experience and operational efficiency.

Challenge

We were asked to evaluate various aspects of their call center and service technician operations to identify opportunities for system redesign.

Approach

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.

 

Outcome

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.

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