A leading Indian bank wanted agents to sell more than one product per call, not just the credit card they were assigned to pitch. I joined the project embedded with BCG to redesign how agents worked.

The existing dashboard showed one product and nothing else. Agents had no visibility into what a customer might actually want, and no memory of past calls, so conversations restarted from zero every time. My challenge was to give agents the context to have a real conversation instead of reading a script.

I led end-to-end design: field research interviewing agents and observing them on live calls, a full dashboard redesign surfacing eligibility and past interest across products, and call history with sentiment so agents could pick up a relationship instead of starting cold.

The redesign drove a 5x improvement in cross-sell conversion. Agents stopped reacting to each call and started walking in prepared.