The Story
The call center had 15-20 employees that would receive customer complaints/work orders through calls, field tickets, and web tickets. Our biggest driver was phone calls because that was the easiest way for a customer to get through. The obvious caveat to that is the amount of calls coming into the call center, especially on busy days, would create a long que(and more angry customers).
To try and alleviate that, the company had a web based ticketing portal. Submitting an online ticket is better than waiting on hold, right?
WRONG. The web service was so poorly designed that it created more calls for the call center because it had terrible UX.
So how could we limit the amount of tickets coming in?