Interface Design - AIB Call Centre Agent Desktop

 

01 AIB Call Centre Desktop Agent

01 AIB Call Centre Desktop Agent

02 AIB Call Centre Desktop Agent

03 AIB Call Centre Desktop Agent

04 AIB Call Centre Desktop Agent

05 AIB Call Centre Desktop Agent

AIB is the largest bank operating in Ireland. Their customer service centre handles the needs of over 1 million account holders. In order to maximise efficiency and customer response time, the AIB needed to overhaul their back office CRM software applications. Ease of use and efficiency were key considerations for the bank.

Frontend assembled a project team containing user research, interaction and interface design specialists. We spent 3 days observing the agents at work in the call centre and conducted in-depth interviews with the call centre agents in order to highlight the problem areas and to understand the demands of their working environment.

The existing system consisted of 6 different software applications – all of which were used simultaneously – making it difficult to find information while dealing with customers. Furthermore the complexity of the applications required a high degree of training (up to 6 weeks) – making staff turnover and flexibility problematic.

The redesigned system integrates all of the functionality into one application, enabling staff to access all customer information from one easy to use interface. Calendaring, phone controls, account information and customer history are all available form one place and training times have been drastically reduced.