SOLUTION
Incentivize the use
We provided data visualization that gamifies the commission earning process for call center representatives and sales representatives, who are the two out of three major user groups of the system.
We also provide easier and more direct access to personalized sections and information for each user by redesigning the information architecture and creating a hierarchy of modules with limited user access by employee positions.
SOLUTION
Establish shortcuts
We identified the pages and features that are frequently accessed by the controller (manager) and created multiple quick access points to these otherwise “hidden” features in different stages of the workflow for them with pre-filled identifiers.
Compared to the current process of generating the monthly commission batch in about two minutes, which needs to be repeated every week for different teams, the new system will make it 3 clicks and 10 seconds away.
SOLUTION
Incentivize the use
To improve the incentive of collaborative use of the system across different departments and create accountability, a project can not move forward without the responsible party updating its status.
Every click prompts action pushing the project to the next step.
This may include: updating call disposition when a call is completed, uploading a contract when a product is sold, clicking the confirm button when an assignment is accepted, etc.
