CoFEE: Redesigning the Call-Center Order Screen

Problem

Retail CoFEE needed a new service-order data collection system for Network Services retail operations, replacing the legacy on-line ordering component of the NOCV suite. The real problem only became clear on the call floor: representatives had no way to see a caller's call history, support history, or subscribed services up front, so every call meant digging through multiple internal systems just to know who they were talking to.

Approach

• Traveled to the US and sat directly with call-center representatives to observe how they used the existing system and where it broke down mid-call.
• Took those field observations into the application design, surfacing customer call history, support history, and subscribed services up front instead of behind multiple screens.
• Built the front end on a new high-performance order-collection platform integrating state-of-the-art hardware, client/server software, and IP network components.

Outcome

Average call-handling time dropped from 10-20 minutes to 5, because representatives had the context they needed the moment a call connected, instead of searching for it while the customer waited.