Apollos

Santanders front office telephone support services manage thousands of calls per month from existing mortgage customers who wish to switch to a new mortgage deal. Front office telephony agents used to have to use multiple systems to retrieve the information required to manage a large variety of call types. This necessitated a large number of call scripts and training to enable calls to be fulfilled successfully. The aims of the project was to deliver a web application that brought together all the data from these different databases and enable call staff to access relevant data to a call request quickly and easily. Over a 4 year project lifecycle I managed and designed the user experience for this custom application that increased retension rates, shortened call times, improved customer feedback and delighted internal staff.

Deliverables

· Improve the level of service provided to cystomers with Santander mortgages

· Answer customers questions on calls more efficiently

· Reduce service costs (faster completion of calls)

· Improve call quality

· Improve data capture

· Improve the accuracy of data held about customers (KNow your customer)

· Drive up customer satisfaction scores

· Reduce the number of manually maintained support materials (e.g knowledge guides)

· Match systems UX to call scripts

· Create a functional roadmap with Product Owner

· Discovery and analysis of all call types

· UX and UI design guidelines for new application

· Capture all user stories in collaboration with business analysts

· Management of UX backlog in conjunction with user testing

· Design all wireframes and prototypes

· Conduct user testing and research with call staff and other stakeholders

· Capture business analysis and identify improvement measures