Highlights

The customer service center receives thousands of calls daily.  There were several specific objectives to improve call handling: a reduction of customer waiting time, an improvement in efficiency and a reduction in need for training.

Many interviews and listening sessions were used to analyze and model the detailed task of call handling before embarking on process optimization and interface redesign.  For this project we employed a group of pilot users who worked directly with Yu Centrik analysts.  This collaborative work with process experts helped validate navigation flow and conceptual models throughout the design process.

Results

In the 1200 employees that use the system, tangible gains were observed with respect to training time, while significant reductions were seeing in error rates.