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Swisscard Call Center

This project enhanced the call center experience for both agents and customers by identifying pain points and implementing solutions to improve the overall call center experience. The project gathered feedback from both agents and customers through surveys, interviews & workshops to understand their needs and expectations. Based on the feedback, the end goal was to create a more efficient and satisfying experience for all parties involved, resulting in increased customer satisfaction and improved agent morale.

Background

  • Managing their manual processes took them to 4 different banking systems and required a steep learning curve to learn. 

  • The call center agents I discovered had  a complex internal customer case banking system.

The challenge

  • Reducing the time on task metric from 2 minutes or less

  • Reduce the training budget for new team members

  • Reduce the error rates in task completion

  • Make a great experience

Project details

  • Role: Creative Lead

  • Team: 6

  • Budget: 100K

  • Timeframe:

    • Testing: 3 Months​

    • Release: 6 months

00. Swisscard values

Everything Swisscard thinks and does is influenced by our aim for top quality, respectful interaction with each other and a sense of responsibility. This basic attitude is the foundation for satisfied customers, innovative products and successful teamwork.

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Collaboration

We build bridges

_________________________

We support each other

_________________________

We break boundaries together

Exemplary behavior

We act independently and courageously

_________________________

We act with integrity

_________________________

We abide by the rules

Leadership

We understand the "big picture"

_________________________

We make decisions

_________________________

We make use of our professional latitude

01. Discover

Understanding where you start from, what you can reuse, what users you have and how much complexity you have is key to starting any project correctly. Auditing, mapping and communicating are important steps when in this stage. 

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Workshop with call center agents

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Map agent roles to system access

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Map customer & agent journey

02. Define

The define stage is a crucial phase in any project that involves redesigning a contact centers software. During this stage, the project team worked to define the problem and set clear goals and objectives for the redesign. The team also worked to establish a clear project scope, outlining the specific features and functionality that the new software should include. By taking the time to carefully define the project, we set ourselves up for success and ensured that we create a product that meets the needs of both users and the business.

Rapid prototyping | Whiteboarding

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Interdependent 
systems mapped

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Interaction details captured

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Agent flow diagrams created

User personas

This persona was developed by conducting user research and gathering information about the needs, goals, and behaviours of Swisscards call center agents. By creating a well-defined persona, the project team can better understand their needs and design a product that meets those needs.

This is just one of many created.

03. Develop

In the develop stage I was busy creating and refining design concepts and prototypes based on the insights gathered during the previous stages. I collaborated with the project team members, including UX designers, developers, and stakeholders. We created wireframes, mockups, & clickable prototypes to test different design solutions and gather feedback from users. 

Wire-framing | With interaction details

User Testing | With Feedback

Once wireframes were created, user testing was used to validate assumptions and identify areas where improvements can be made. Testing with real users allows the project team to understand how users interact with the wireframes, what works well, and what needs to be improved. Based on user feedback, the wireframes were refined, and new versions created. By continually testing and iterating, the team created a design that meets the needs of users and provides a positive user experience.

04. Deliver

The connected solution

Creating a connected call center software solution that helps call center agents perform their jobs more efficiently is an essential goal for any call center operation. Such a solution was designed with user needs in mind, with a focus on improving the overall customer and agent experience. This solution helps agents access relevant customer data quickly, navigate complex workflows with ease, and automate routine tasks, allowing them to focus on providing excellent service to customers. Additionally, the solution should be integrated with other business systems and software, providing a comprehensive view of customer interactions and enabling agents to provide personalized service.

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Before & After 

06. Impact

By improving agent efficiency, Swisscard call center operations reduced average handling times, increased first call resolution rates, and improved overall customer satisfaction. This solution also provide insights into customer interactions, enabling call center managers to identify areas for improvement and optimize workflows. Additionally, Swisscard helped  reduce agent turnover by reducing frustration and burnout associated with inefficient workflows and repetitive tasks. By creating a more efficient call center operation, Swisscard improved their bottom line, increased customer retention and loyalty, and enhance their reputation for providing excellent customer service.

Handling time reduced from 2m to 1m 45s

  • These figured pulled from the operational dashbaords and showed the monthly average post installation and 3 months after re-training.

Click no. reduced from average 39 to 28

  • Click average not from simplied task but from system switching

  • The fewer systems switched the faster and less clicks the agents had.

  • Measured post design over 3 months

Agents turnover reduced from 25% to 18%

  • Over the course of 2 years

  • Along with a system retraining program & a change in KPI's