Home Shopping Europe Call Center
Internal Order Management System for Agents
TV shopping customers call the order line to place purchases or contact the service line for order changes, with all requests managed by agents through the internal order management system. The system was redesigned to improve agent efficiency and streamline workflows.
Home Shopping Europe Call Center
Internal Order Management System for Agents
TV shopping customers call the order line to place purchases or contact the service line for order changes, with all requests managed by agents through the internal order management system. The system was redesigned to improve agent efficiency and streamline workflows.
Home Shopping Europe Call Center
Internal Order Management System for Agents
TV shopping customers call the order line to place purchases or contact the service line for order changes, with all requests managed by agents through the internal order management system. The system was redesigned to improve agent efficiency and streamline workflows.
Year
2021
Services
User research
Design system
Wireframe
Interaction design
User interface
Design system
Prototype
User test
Year
2021
Services
User research
Design system
Wireframe
Interaction design
User interface
Design system
Prototype
User test
Year
2021
Services
User research
Design system
Wireframe
Interaction design
User interface
Design system
Prototype
User test
Problem Statement
The call center’s primary KPIs—average call handling time and cross-sell performance—were hindered by an existing system that led to long handling times and low cross-sell rates. A new internal order management system was introduced to help agents quickly locate products, recommend suitable items, and efficiently capture customer information to complete the order.
Problem Statement
The call center’s primary KPIs—average call handling time and cross-sell performance—were hindered by an existing system that led to long handling times and low cross-sell rates. A new internal order management system was introduced to help agents quickly locate products, recommend suitable items, and efficiently capture customer information to complete the order.
Problem Statement
The call center’s primary KPIs—average call handling time and cross-sell performance—were hindered by an existing system that led to long handling times and low cross-sell rates. A new internal order management system was introduced to help agents quickly locate products, recommend suitable items, and efficiently capture customer information to complete the order.
Key Metrics
Average call handling time -20%
Orders containing cross-sell items +2%
Key Metrics
Average call handling time -20%
Orders containing cross-sell items +2%
Key Metrics
Average call handling time -20%
Orders containing cross-sell items +2%
User observation
A visit was conducted to the Salzburg call center to observe how agents manage customer interactions. Serving customers from Austria and Germany, the center primarily handled new orders, with fewer calls related to order modifications.
User observation
A visit was conducted to the Salzburg call center to observe how agents manage customer interactions. Serving customers from Austria and Germany, the center primarily handled new orders, with fewer calls related to order modifications.
User observation
A visit was conducted to the Salzburg call center to observe how agents manage customer interactions. Serving customers from Austria and Germany, the center primarily handled new orders, with fewer calls related to order modifications.
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Layout
The layout was structured around the ordering process. Customers first inform agents of the products they wish to purchase. Once items are added, agents capture the necessary customer information to complete the order.
Layout
The layout was structured around the ordering process. Customers first inform agents of the products they wish to purchase. Once items are added, agents capture the necessary customer information to complete the order.
Header section
The header allows agents to search for products and access essential tools such as notifications and notices. It also provides functionality to switch countries and log out.
Header section
The header allows agents to search for products and access essential tools such as notifications and notices. It also provides functionality to switch countries and log out.
Product section
In the product section, agents add items to the cart, identify the customer’s channel of origin, and redeem vouchers. Below this, live TV products are displayed, offering a quick shortcut for agents to add featured items to the cart.
Product section
In the product section, agents add items to the cart, identify the customer’s channel of origin, and redeem vouchers. Below this, live TV products are displayed, offering a quick shortcut for agents to add featured items to the cart.
Customer section
Agents log in on behalf of customers using customer numbers. After entering the invoice and delivery addresses and selecting the payment method, agents can finalize the order.
Customer section
Agents log in on behalf of customers using customer numbers. After entering the invoice and delivery addresses and selecting the payment method, agents can finalize the order.
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Layout
The layout is designed based on the ordering process, customers first inform the agent of the products they wish to purchase. After adding the items, the agent will require customer information to complete the order.
Layout
The layout is designed based on the ordering process, customers first inform the agent of the products they wish to purchase. After adding the items, the agent will require customer information to complete the order.
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Header section
The header allows agents to search products and access tools like notifications and notices. Additionally, agents can switch countries and logout.
Header section
The header allows agents to search products and access tools like notifications and notices. Additionally, agents can switch countries and logout.
Product section
In the product section, agents add products to the cart and need to identify the customer's channel of origin. They can redeem vouchers for customers. Beneath this section are live products from TV, serving as a shortcut for agents to swiftly add items to the cart.
Product section
In the product section, agents add products to the cart and need to identify the customer's channel of origin. They can redeem vouchers for customers. Beneath this section are live products from TV, serving as a shortcut for agents to swiftly add items to the cart.
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Customer section
Agents log in on behalf of customers using their customer numbers. With the invoice address, delivery address, and payment method selected, agents can complete orders for customers.
Customer section
Agents log in on behalf of customers using their customer numbers. With the invoice address, delivery address, and payment method selected, agents can complete orders for customers.
Order editing
The order management system enables agents to quickly access order history and edit customer orders prior to product dispatch.
Order editing
The order management system enables agents to quickly access order history and edit customer orders prior to product dispatch.
Order editing
The order management system enables agents to quickly access order history and edit customer orders prior to product dispatch.
