{"id":964,"date":"2015-07-08T11:30:15","date_gmt":"2015-07-08T10:30:15","guid":{"rendered":"https:\/\/uxstudioteam.com\/website\/?p=964"},"modified":"2022-07-20T12:02:15","modified_gmt":"2022-07-20T11:02:15","slug":"user-research-based-development-made-call-centers-life-happier","status":"publish","type":"post","link":"https:\/\/timemachine.uxstudioteam.com\/ux-blog\/user-research-based-development-made-call-centers-life-happier\/","title":{"rendered":"How we made call-centers’ life happier with heavy user research"},"content":{"rendered":"

\"\"You often hear “this call is recorded for quality assurance”. And they really do quality assurance.\u00a0A person at the call-center goes through all the calls, replays them and checks if the operator was polite enough, informed the customer well about their options, etc.<\/strong><\/p>\n

<\/p>\n

\"old_player\"<\/a>
Player in a typical call-center software<\/figcaption><\/figure>\n

Put yourself in the place of this person for a minute: let’s say you have to evaluate 100 calls that are 3 minute long on average. 100 calls is not much in a call-center where they make thousands of calls daily. But to listen to all those 100 calls takes you 100 x 3 minutes, that is 5 hours! 5 hours if you listen to them immediately one after the other, with no lunch break, no coffee break. That is a straining work to do all day.<\/p>\n

We\u00a0worked with Calgo Call Center, one of the\u00a0market leader call-center software<\/a>. We visited many call centers, and watched how people work there. Our user interviews\u00a0found that quality assurance specialists\u00a0do not always listen to the complete call. They try to search for the critical points of calls: Did the operator inform the client about conditions properly? Did the client reply “yes” unambiguously?<\/p>\n

Did the operator note the arranged\u00a0appointment accurately?\u00a0Experienced QA specialists know when to expect these critical points in a call – eg. clients usually say “yes” 45\u00a0seconds before the end of the call. So a\u00a0QA specialist would subtract from the length of the call, click there on the progress bar, and if it’s not what they are\u00a0looking for they make another guess and click\u00a0again.<\/p>\n

Based on these findings we agreed with the Calgo team on two new features.<\/p>\n

1) Visualize the\u00a0sound<\/strong> of the operator and the client. This way the QA specialist\u00a0can see instantly when the operator was reciting a long “condition list”, or when the client did reply. So QA specialists can go straight to the critical points.<\/p>\n

2) Option to change the playback speed<\/strong> (without affecting the pitch of the voice). As it turns out calls are still understandable at 1.25x speed and experienced QA specialists\u00a0can even go up to 1.75x and still follow the call.<\/p>\n

\"\"<\/a><\/p>\n

All in all these two features\u00a0halved the time necessary to do the QA work.<\/strong> Call-centers are happy because QA is now way more efficient. QA specialists\u00a0are happy because they don’t have to do arithmetic and guesswork when listening to a call.<\/p>\n

Quote from a QA guy:<\/p>\n

“The new player is f**n great! Awesome! I am in love with it. It saves\u00a0me hours. Every day.”<\/p><\/blockquote>\n

Would like to get your team to the next level in terms of UX? We now organize UX training<\/a> occasions for corporate teams. Come and learn from us.<\/p>\n","protected":false},"excerpt":{"rendered":"

You often hear “this call is recorded for quality assurance”. And they really do quality assurance.\u00a0A person at the call-center goes through all the calls, replays them and checks if the operator was polite enough, informed the customer well about their options, etc.<\/p>\n","protected":false},"author":5,"featured_media":6217,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[31,36],"tags":[],"table_tags":[],"coauthors":[67],"yoast_head":"\nHow we made call-centers' life happier with heavy user research<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/timemachine.uxstudioteam.com\/ux-blog\/user-research-based-development-made-call-centers-life-happier\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How we made call-centers' life happier with heavy user research\" \/>\n<meta property=\"og:description\" content=\"You often hear “this call is recorded for quality assurance”. 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