Project
Agent Experience
Client
Capital One
Overview
During a time of digital transformation, Capital One transitioned many of their in-person and phone channels to the web. While customers seeking to refinance their auto loans had to do so online, many were still calling in with questions. In efforts to improve the customer experience and reduce costs, stakeholders in the Auto Refi department wanted to understand what was causing friction in the application process and leading customers to call with questions.
My role & process
As the lead designer on the team, I worked with the call center and business analyst teams to investigate the issues customers were calling about and how agents would handle them. I did this through a combination of reviewing call data, web usage metrics, and interviewing call center agents. The output of the research were synthesized findings on customer and agent problems. From there, we used those findings to redesign roles and processes in the call center.
I worked with the product managers and analysts on various teams to gather web analytics and call pegger data from the last 6 months. This data gave me a picture of the type of information that customers were seeking.
I scheduled 30-60 minute sessions with 5 agents who worked in the call center. I used the customer journey as a guide and asked them these three questions:
- What are the most common questions asked by customers?
- What are the hardest questions to answer?
- What are the most difficult tasks to complete as an agent?
I also spent some time shadowing calls and reviewing the resources/tools that agents use on a daily basis.
We identified the reasons why people were calling along with the frequency and the agents' ability to support the customer. I brought these insights to leadership and stakeholders on the Auto Refi team which later informed updates on our website and a restructure of the call center operations.
Outcomes
Findings from this research project helped the Auto Refi team to:
- Improve agent success by defining clear roles, skills, and knowledge required to help customers
- Create new training and resources for new and existing agents
- Reduce call volume by improving confusing parts of the website and application
- Reduce call times and callbacks by directing calls to the right agents
