Overview

In preparing for an anticipated higher call volume in the call center after the launch of a new website and back office application, there's a need to create a knowledge base web portal to help customers get the information at their fingertip at the same time help reduce the call volume.

The Challenge

The call center is experiencing a high volume and long wait time that create a bad customer experience.

The Insights

Based on an interview with call center representative and feedback from our customers and contact center manager, the following are their pain-points:

• The customer is experiencing a long wait time
• The customer is frustrated and abandon the call
• The customer service representatives don't have information on hands, they have to put the customer on hold to look for the information
• The customer service representatives feel overwhelming and end up quitting
• Higher call volume is anticipated when the new website and back office application is launch

Who I design for

• Customers
• Call center representatives

The Solution

To help minimize the call volume when the new website and back office application launch, there's a need to create an online self-service portal to provide information on all aspects to help to answer the questions our users might have.