Call Center Application

We designed an intuitive call center application that helped agents improve the customer experience.

Call center agents at a large energy utility company were having trouble using the current application. We collaborated with the company to redesign their current call center application in order to fix problematic areas. The application was difficult to navigate through, but with a redesign, call center agents were able to quickly address concerns without having to dig through clutter and a mountain of notifications.

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Objective:

Call center agents were having trouble with the current application and couldn’t find information because it was scattered throughout multiple systems. In addition, they had to deal with various pop-up warnings and a slow interface. Agents needed a better system to easily find customer information in order to answer questions, quickly resolve issues, and work more efficiently.

Solution:

By gathering research and redesigning the call center application, we made workflows better and simplified the click path to perform tasks. The new design significantly reduced click-paths, decreased time-on-task, increased efficiency, and provided multiple avenues to increase customer satisfaction. This helped the company meet performance metrics such as improved call handle time, training time, and call resolution.

Results:

  • Reduced clicks-path
  • Decreased time-on-task by 79%
  • Increased operator efficiency by 400%
“This will help with first call resolution. Everything is right here. We don’t have to click too much to reach important information” Call Center Agent discussing new design

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