In a technical support call center, representatives often times have to leave a call unfinished with the inbound caller. One of the KPIs of effective call handling is First Call Resolution (FCR).
Repeat call tracking is needed because when a rep is informed of a repeat call they can make changes to their routine that can lead to prevent any mistakes that lead to repeat calls in.
When conducting the user research with this prototype users discovered how much they want this featured content.
Stakeholders ultimately requested this webtool imbedded into the billing software for use during representatives day to day use. Reps are already utilizing the billing software, and to include this means that a rep would only need to click a link from the billing software to open this webtool in a separate tab of the browser.
When opening the tracker tool at the beginning of a rep's shift, the page will be empty. Blank, with no repeats listed. Throughout the day, repeats will populate naturally with out interaction. The page is read only, with the exception of the date at the top in next iterations.
The hamburger menu in the current iteration is a placeholder, and has an option to log out. In the next prototype there will be other options. Dark mode, Calendar select, and Search option. These selections are under review and will be included in the next user testing samples.
subsequent iterations will include interaction with the date at the top. When selecting the date, navigation arrows will populate. Allowing a user to select previous days, and also moving forward by selecting a left or right arrow from the navigation prompt.
click HERE for a look at the prototype.
