A task management system for call center operation

Company: Guazi

Time:2019.11

Role: Rquirement analysis, user research, UI design





We designed and built a new task management system for guazi outbound call center so that an outbound call agent can management their tasks in customer centered way.
THE BACKGROUND

We need a task management system for call center operation transformation

In our call center, each agent served a specific business line. If a customer was involved with more than one business line, the customer had to be reached by more than one agent with multiple phone calls.

We needed a call center system, which could aggregate all tasks involved with one customer in one place, so that an agent can handel multiple cases in one call and a customer can recieve less calls from the company.

THE START

Who are we designing for？What do they need？

We started with analysing the stakeholder and analyzed what they would expect from the system.

The users/ stakeholders and their influnce to the system are：

  • Business line operator-Assign customer list and inquiry task to call center.
  • Business manager- Care about the performance of the call center.
  • Call center team manager-Manage the team.
  • Call center agent-Excute the tasks.


I discussed and mapped the stakeholders with product manager.





SOLUTION EXPLORATION

We discussed ideas on whiteboard

With product managers we discuss requirments and tried different solutions on whiteboard.

A new task process with new system

PROBLEM SPACE

Design for efficieny and business impact

After we have defined the basic structure of the system, we started to explore the UI solutions and following problems were what we need to solve in the project:

  • How might we help the agent to identify which customer to call efficiently?
  • How might we enable the agent communicate with customer and update survey smoonthly and efficiently?
  • How might we collect useful information from customer?

Field study

I spent an afternoon in our call center and observed agents working and validated earliy design with them.

THE SOLUTION A customer oriented task management system

I designed a task management system which oriented on customer who tasks were related to.The task list lists the customers who the agents need to call.

The task lists page lists the key metrics and the customers.



We emphisize the most important factors which an agent take as input for defining which customer to contact.




In the survey page，agent update feedback from customer for different business lines.

We provide contextual information(user information and history log) to help the agent communicate with customer more smoothly and efficiently.

The page was designed as 3-column layout. Each column can be scrolled independently. This enable the agent to have everything needed in one screen.


The survey ask information needed from business line and the words used in the survey are consisted with working language.

Design decision

When designed the customer survey page, I explored different solution of listing the survey.

The iterate of customer table.

I validated the questions of survey with agents.