Redesigned from the ground up, the HSBC call agent interface which currently employs 48 different screens, each resembling an excel spreadsheet from the 1990's.
HSBC were having a problem with agent retention. They had an inflated dropout rate of 80% after only three months employment and what was decided, was to try and engage with the agent on a more personal level.
This would involve typically giving the Agent 'choices' in what they saw and how they interacted with their 'own' interface on a day to day basis. It made their time with the bank more personal, instead of the dead wood design of the previous decades.
We then introduced a points based caller engagement system allowing the Agent to engage the caller and their needs (credit card problems/mortgages/savings etc) based on his or her experience level and/or for accruing points; a mortgage enquiry might be worth 125 points, a credit card problem might be worth 75 points and so on and so forth...
At the end of every month, prizes would be given to the most productive of the group or groups (points won). Instead of working for HSBC, agents would now see themselves working towards say a Depeche Mode gig in Paris at Christmas or a spa weekend, how about a weekend driving supercars etc.... Caller centre managers would oversee all activity to ensure fairness across the group and on chosen calls amongst it's agents
So what changes?
Everything. All the above engages call agents, keeping them motivated PLUS it allows the bank to monitor the best performers who can then be asked to move across to say stocks and shares trading or management level, or even a future trainer/manager. It also brings the call centre together. Teams would fight for the most points and the most rewards. It would create a workplace of harmony and interaction and friendly competition instead of silo'ed under performers looking to escape at the earliest convenience.
HSBC also agreed. £10million for next phase future development.
Agile methodology was used throughout the contract.
associate creative director