Handling complaints

For a large multinational that handles thousands of customer complaints every week, I designed the tool used by the staff, both in the call center and in the field. The call center staff need to listen to complaints over the phone, recording all the customer information and details of the complaint while still conversing with an upset or angry customer. While highly trained, the staff had to grapple with multiple tools, each with its own confusing interface. The Web-based solution concentrated all the tasks into a simple set of three screens, always keeping present the fields that might be needed at any time in the interaction. The interface is proprietary, and can’t be shared here. I chose this stock photo of a call center worker because she reminds me of some of the many that I observed and talked with on-site before tackling the design.