Web Strategy
& Development
& Development
This project involved a lot of user interviews, focus group and shadowing to gather information.
The information was then sorted and the challenge was to represent it visually for greatest impact.
The study was commissioned by a telesales
center that was already performing at a
very high level of efficiency. In fact it had
been ranked second worldwide of all the
Telesales centers run by this company.
The telesales operators responded to sales
calls and technical support related calls, and
also made outgoing calls to consumers and
large business customers.
To do this efficiently they had to get information while on a call and respond to queries accurately.
The study was commissioned by a telesales
center that was already performing at a
very high level of efficiency. In fact it had
been ranked second worldwide of all the
Telesales centers run by this company.
The telesales operators responded to sales
calls and technical support related calls, and
also made outgoing calls to consumers and
large business customers.
To do this efficiently they had to get information while on a call and respond to queries accurately.
Their information however came from a variety of applications and sources with varying levels of data
integrity. Each individual was dedicated to servicing his customer and was using his ingenuity to work
around the system. Our study, based on user interviews, shadowing and focus groups, unearthed the
issues and revealed the ad-hoc methods that really worked, so others could benefit form them as well.
We also developed a clear visual map of the entire process
from the perspective of information – displaying visually it's
sources, integrity, speed of update, applications for
data-capture and storage and shelf-life. This turned out to
be a catalyst for change within the organization.
“The Design cell team was very responsive and worked closely with us until we all agreed the site was right.
As I’ve said to others many times, The Design Cell is brilliantly creative in both its design and technological capabilities. Our client couldn’t be happier.”
Neil Smith
Managing Partner
Gladding-Hearn