Call Center Workflow Tool

Turning an extremely complicated process into a streamlined workflow for agents and business.

THE CHALLENGE

Agents were having to juggle switching 30+ tabs per call while attempting to complete a chaotic collections process with a stressed customer on the line. This made calls extremely long, caused errors, and emotional strife. This frustrated agents and customers alike, spiked costs, and stalled agent onboarding. I aimed to streamline it all into one simplified workflow.

MY APPROACH

RESEARCH

Analyzed 50+ calls across varying agent skill levels, mapping the complex workflow with a user flow and affinity map. Visualized pain points through customer journeys and a new visualization specialized to highlight the difficulty of switching tabs so often.

DESIGN

Utilized a task flow to start wireframing various ideas for a unified tool that would be the best experience for the agent and the business. Navigated an added friction vs. flexibility discussion with stakeholders of differing opinions. Prototyped main ideas in Figma then collected qualitative and quantitative data from agents through user testing and a survey. This data helped to ultimately win over stakeholders and add credibility to the better experience. Learned from tech that there were a lot of technical limitations of the program being designed for that had to be solutioned around in the final version. Once the feedback from all stakeholders and tech was received, a final design was made.

SOLUTION

Designed a single-program workflow in Pega with scripted prompts for new agents and freedom for highly skilled agents. This allowed agents of all skill levels to excel without holding any back with friction. The final solution also took into account all of the constraints that the Pega system has.

THE IMPACT

BUSINESS

Reduced call times and costs, automated manual processes improving compliance, and eased ability to onboard new agents.

USERS

Less stress, able to focus easier, and significant increase in evaluation scores— new and veteran agents excelling.

KEY WINS

This project was an excellent opportunity to take an extremely complicated workflow and make it into a simple tool that improved our user’s experience significantly.
Stakeholders loved my visual of the pain-points for tab switching because it helped them to realize just how bad this experience was for the user.