Call Center Performance Tracking Application
Enhancing Employee Performance & Customer Satisfaction through Data-Driven Insights.
Project Overview
Problem
Call center managers and supervisors need a real-time performance tracking tool that provides actionable insights, allowing them to support agents in improving customer interactions and overall efficiency
Goal
Design a tool for call center managers and supervisors to track employee performance, identify areas for improvement, and provide actionable insights to enhance customer service quality.
Research & Discovery
We began by understanding the needs and challenges faced by call center staff through comprehensive research.
Key Insights
- Agents wasted 20% of call time switching between tabs for customer data.
- Supervisors couldn’t monitor critical metrics (e.g., call wait times) in real time.
- 70% of escalations happened due to agents missing historical customer notes.
- Top Request: A unified interface with integrated CRM, scripts, and performance tracking.
Define Requirements
Using research insights, we outlined the tool’s features and technical needs to align with user and business goals.
Activities
- Feature Identification: Defined essentials like real-time dashboards and team reports.
- Prioritization: Ranked features based on user impact and feasibility.
- Technical Specifications: Detailed integration with existing call center platforms.
User Personas
We defined three primary personas to guide our design decisions.
Journey Map
Using the personas, we created User Journey Maps to visualize the current experience vs. the improved experience.
Information Architecture
- Agent Dashboard: Live call controls, customer profile, script guidance, and quick-resolve tools.
- Supervisor Dashboard: Real-time team metrics (e.g., longest wait time, CSAT trends).
- Customer 360 Profile: Unified view of interaction history, preferences, and past issues.
- Knowledge Base: Searchable scripts, policies, and escalation paths with AI-powered suggestions.
Ideation
During ideation, we brainstormed solutions and created low-fidelity sketches. Multiple ideas were evaluated to identify the most feasible and impactful design direction.
Final Design
High-fidelity prototypes were developed to simulate the final product. Interactive designs were tested to refine the user flow and ensure usability.
Testing
Usability testing was conducted with real users to gather feedback. Iterations were made based on findings to improve the design and address user concerns.