Simplifying Veteran Contact Center Management
For many veterans, the phone remains the primary tool to understand and access their benefits. Working with the Office of Veteran Experience at the Department of Veteran Affairs, this project sought to understand how veteran calls and inquiries were routed – what systems call-center operators used, and how those systems interacted to support the veteran and the operator.
Working closely with another researcher, we conducted multiple site-visits at contact centers, shadowing phone and chat operators as they took requests from veterans. From this research, we created system maps and made recommendations to improve the functioning of the contact centers.