UJET Incoming Call Agent Timer
To give customer support agents an extra nudge to pick up calls faster, I designed a timer that counts up when a call comes in. Together with the target pickup time, this was designed to decrease consumers' wait times.
Skills
UX design, visual design, prototyping
Impact
The day after shipping the timer, our largest customer immediately observed call wait times fall from 24 seconds to 9 seconds and service levels skyrocket from 82% to 99%.
Designs
When a call comes in, the timer will begin counting up until the agent picks up the call. The target pickup time, which is set in the Admin Portal, is displayed below for reference and urgency.
What's Next
The company continues to partner with customers to understand agent behavior patterns. From the learnings, the team can then design the agent product to minimize consumer wait time and maximize agent productivity.
Next Project:
