Sky

Streamlining Sky's Call centre software

Research

Concepts

Data analysis

Mapping

Research

Concepts

Data analysis

Mapping

Call centre staff often struggled with navigating multiple screens and tabs to access critical customer information during calls. This led to longer call durations and reduced agent productivity.

Understanding the problem

I shadowed agents in the call centres and observed their workflows and more importantly their workarounds. Agents often copy & pasted key information into notepads to keep track.

Findings: The key pain point was the lack of a consolidated view of customer data, which forced agents to manually piece together information from disparate sections of the CRM.

I shadowed agents in the call centres and observed their workflows and more importantly their workarounds. Agents often copy & pasted key information into notepads to keep track.

Findings: The key pain point was the lack of a consolidated view of customer data, which forced agents to manually piece together information from disparate sections of the CRM.

Making a data call

After completing a full audit of tasks, I then analyzed call volume data to identify high frequency tasks. This helped guide which features needed to be pulled to the forefront of the dashboard.

Metrics: By tracking time spent on tasks, I helped the business understand the impact design decisions would have on operational costs.

After completing a full audit of tasks, I then analyzed call volume data to identify high frequency tasks. This helped guide which features needed to be pulled to the forefront of the dashboard.

Metrics: By tracking time spent on tasks, I helped the business understand the impact design decisions would have on operational costs.

Evidence based designs

The goal was to create an screen was designed to present key customer information at a glance. High-frequency tasks were readily available from overflow menus and modals so they did not interrupt task flow. This helped them manage the portfolio effectively and reduced time spent on tasks.

Read Experian

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