When our operators save a client message, it then takes them to a review screen (which I’ll cover in more detail about the neat things it does when I’ve got time). It tells them if they’ve made a spelling mistake, or if they’ve omitted a field etc. It also does things like proper casing etc.
Previously it looked like this:
However, even when presented with the review, occasionally they either instinctively click on ‘Send Original’ or they miss a spelling suggestion. Not very often, but when it’s busy in the call centre it does happen. So let’s see what could be the problem:
Right, so a few quick changes later and we end up with something much cleaner and steers the operator towards the modified version:
The styles of the corrections are now the same (mis-spelt words being a bit stronger). More visual weight to the ‘Send/Edit Modified’ links. The ‘Original’ links are now hidden for the first 2 seconds aswell.
All in all, some very simple tweaks that took 20 minutes to do. I can measure the percentage of messages that get sent without being corrected, so hopefully after a few weeks we’ll have a noticeable difference.