Customer Call Flow
An interactive performance support tool designed to guide customer service agents through a consistent call-handling process. The solution provides contextual guidance, required scripting, and convenient access to supporting resources while minimizing unnecessary information.
Opens an interactive PDF in a new tab. Click the service and sales buttons to explore the opening sample.
The Challenge
Agents were expected to navigate multiple systems and job aids while simultaneously managing customer interactions. The existing printed call flow required agents to reference separate materials, creating opportunities for inconsistent call handling and increasing the cognitive demands of the interaction.
The Solution
I developed an interactive call flow that presents relevant guidance based on the agent's selections. The design was a collaborative effort of the full design team.
The design incorporates consistent navigation, contextual instructions, required scripting, and direct access to supporting resources. By presenting only the information relevant to the current situation, the tool helps agents focus on the next appropriate action rather than navigating an extensive collection of reference materials.
The solution was designed to support multiple stages of employee development: introducing the process during new-hire training, providing real-time guidance on the job, and serving as a reference during coaching and performance reinforcement.
Design and Validation
The original solution underwent usability testing, pilot implementation, and feedback collection from agents, trainers, and business stakeholders. Following refinement and business leadership approval, the approach was adopted by the team for additional call flows.
About This Portfolio Artifact
This fictionalized re-creation represents the Opening phase of a larger customer interaction model. It demonstrates how agents identify the customer's service need or sales intent and access relevant guidance.
The portfolio version uses Outerspace Sprocket Company (OSC) content and will integrate with the accompanying product lookup tool.