CRM Dashboard for Agents
Helping customer care agents
understand their performance
Problem Statement
To provide customer care executives a platform to view and track their daily performance so that they are motivated to achieve their daily targets thereby delivering quality service to the customers.
Background
Before joining they have to go through rigorous training to understand
the current business process. Apart from handling mostly frustrated customer
calls, they also have to take care of their performance measured via a bunch of KPI
factors. During the initial phases, they get overwhelmed and pressured about their
performances. They feel hesitant to reach out to their leads to get clarity in a
fear to get lashed out.
Users
About Users
Most of the agents join the call centers on a temporary basis.
Diverse background with education ranging from 12th to bachelor’s degree.
Computer competency low to medium.
User Stories
As an Agent
“I should be able to view my targets assigned by Team Leader”
“I should be able to view performance updates after each call”
“I should be able to see updates on daily briefings or policy updates from the center”
“I should be able to see any learning and quizzes which needs to be completed as a part of training”
As a Team Leader
“I should be able to assign and view my teams’ targets”
“I should be able to view my teams’ performance”
“I should be able to understand who is lagging behind and needs support”
“I should be able to see updates on daily briefings or policy updates
from the center”
“I should be able to send broadcasts to my team”
“I should be able to see any learning and quizzes which needs to be completed as a part of training”
User Journey
Information Architecture
