UX Case Study
Call Center Monitor App
The Client
Lili is a mobile bank designed for freelancers serving more than 150k customers. Lili’s Customer Service Center handles up to 30K inquiries each month.
This project was conducted as part of a UX course led by Tal Florentin. My partners were Olivia Dori and Shir Weil.
Overview
"Hands-on" Without hands
Our user is a Customer Service Center manager who wants to ensure the center is consistently operating at maximum efficiency. Since she cannot be at her office desktop during all business hours, she needs a mobile tool to monitor the operation while completing other tasks.
Our research has shown that Customer Service Center managers prefer to receive alerts on important issues so that they only have to look at the app when a problem arises.
With our Call Center Monitor App, Customer Service Center managers can be in control while out of the office.
Challenges
Select and Visualize The Right Data
Customer Service Centers measure virtually everything all the time. They keep track of the amount and type of tickets (calls, emails, chat messages), average and longest waiting time, handling time, agent statistics, most common reasons for contacting Customer Service Center, and much more.
Our main challenge was narrowing down all that data to the very few metrics that can give the Customer Service Center manager a good indication of what’s happening live.
Research
Research Conclusions
1
Focus
The users do not want to analyze all activities of the Customer Service Center remotely; they only want to know when something goes wrong.
2
KPI
The most important online indicator in a customer service center is the working load compared to the maximum load that can be handled.
3
When to push
KPIs can be quantified numerically, so a threshold for emergency notification can be set in advance.
4
Team Overview
When an intervention is needed, the manager may need to know what every agent is doing so she can adjust assignments.
Objectives (based on the research)
Notify managers when a problem arises
Necessary indications available at a glance
Useful data for quick, long-distance decision making
The Solution
We designed a thin application that includes only what is needed without any “background noise.”
The most important feature is the customized smart alerts. Using this feature ensures that the Customer Service Center manager can remain calm even without having to look at the app frequently.
When she wants to, she can open the app and get notifications and important information within half a second. Now, she can quickly and easily ensure everything is functioning as it should.
Objectives become Key Features
Zoom In
"Traffic Lights" Glance Indications
Positioned on the top of the main screen, the “Traffic Lights” Glance Indications give the user a quick status update of the working load at the Customer Service Center. The color red means the manager’s attention may be needed.
Smart Alerts Settings
Smart push alerts can be customized for key metrics.
Team Assignments Overview
When an assignment needs to be changed, the manager needs to see who is doing what.
If an agent exceeds the allotted time, a red mark will appear.
Key Metrics
Key Metrics indicating the working load.
Let's Work Together
Contact me at itaiakn@gmail.com
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