The problem

How might we increase the frequency and quality of feedback to agents?

Call agents have regular sessions with their managers to go over performance and growth opportunities. While regular touch points are valuable, there’s some feedback should be more frequent. Our team designed a way to surface insights after every call interaction.

Specific goals

• Increased the volume of personalized feedback
• Help agents learn how to improve in their next calls as soon as possible
• Reinforce good behaviors – including rewards/gamification

Key metrics

• Tool usage (time and click-events)
• Reduce call time
• Sales performance
• Shares (engagement)

My role

I was the lead designer for this feature. I partnered closely with the lead designers of the entire workspace to make sure that the designs were cohesive with the larger environment. I was responsible for the overall design direction of the project.

Arriving at the proposed solution

Our team leveraged Fullstory and Mixpanel data to understand how our agents currently interacted with the call flow. Call center on-site research with agents provide insights on the state-of-mind and environment agents work in. There is very little down time when an agent isn’t on a call supporting a customer. That said, it made sense to provide feedback immediately after a call.

Challenges and other solutions explored

Call agents complete documentation after each call. This design is built for a future where we can rely on accurate data science models to help automate call documentation. We also considered in-the-moment feedback for agents, but feel concern about being too vocal and disruptive with our agents when they are focused on helping the customer.