Stichting Lezen en Schrijven
Stichting Lezen en Schrijven is a Dutch non-profit organization dedicated to promotingliteracy and numeracy among adults in the Netherlands. For 10 years they have been managing the nationalregistration point for basic skills.
For years, Stichting Lezen en Schrijven has overseen the management of this nationwide registration hub. This vital service allows individuals to easily enroll in basic skills courses or volunteer opportunities. Previously, enrollment occurred through a toll-free telephone number and online forms, with registrations flooding in from various websites, systems, and communication channels, ultimately landing in email inboxes. However, this manual process was clearly outdated and in need of modernization. To enhance longevity and efficiency, Stichting Lezen en Schrijven tasked us with developing a new system aimed at streamlining the registration process and enhancing user-friendliness.
To accommodate new telephone operators, we opted for a simple but clear on boarding process to help new users become proficient with the application.
To enable telephone operators to add registrations with ease we worked together to create predefined call scripts into the system. The call scripts were well-structured, with a clear flow that guides users through different scenarios or conversations. Each step of the script should be visible, making it easy for the user to know where they are in the conversation.
Users, such as call center agents or customer service representatives, should be able to navigate the application with ease. That is why we designed an intuitive and user-friendly interface. This includes clear menus, buttons, and easily accessible features. Users should be able to input data quickly and accurately during the call. Dropdown menus, radio buttons, and checkboxes can help streamline data entry and minimize errors.
