Training call center operators has always been a challenge. Traditional methods are rigid, demotivating, and don’t keep up with individual learning paces. With that in mind, we created Hampup: an interactive platform powered by AI that simulates real conversations and provides instant feedback. To top it off, the project won first place 🏆 in a hackathon, being recognized for its innovative approach and direct market impact.

High turnover and inconsistent performance harm service quality and increase company costs.

Traditional training fails to engage, becoming ineffective and wasting time and money. There was a need to reinvent the process, making it more dynamic, personalized, and based on real data.

Create an engaging and scalable learning experience, with immediate feedback and clear insights into operators’ performance.

Before any action, I focused on understanding the real scenario. Through interviews with managers and operators, I identified key bottlenecks:

Operators felt unprepared to handle real customers.

Managers couldn’t assess or track team progress.

Traditional methods, while theoretically effective, were bureaucratic and impractical.

These findings highlighted the need for faster, more relevant learning connected to daily tasks.

Based on the research, I formed hypotheses to guide the solutions:

Immersive, interactive training increases knowledge retention.

Detailed, personalized feedback accelerates the learning curve.

Gamification elements boost operator engagement.

Design System: I developed a robust design system to ensure visual consistency and scalability.

Hierarchy & Navigation: I organized the interface for quick access to important insights and metrics.

Color Psychology: I used colors strategically—green for achievements, orange for areas of improvement, and red for critical alerts.

Accessibility: I created an inclusive interface with clear typography, optimal contrast, and intuitive interactions, aligned with WCAG guidelines.

Gamification: I integrated challenges, rewards, and motivating mechanics to make learning engaging.

Prototyping was crucial to validate the solutions. I tested the product with real operators, revealing valuable insights:

Improving on our scripts were essential to make the simulations more authentic.

Direct and clear feedback helped users interpret and quickly correct errors.

Results analysis showed the clear impact of Hampup:

35% improvement in operator performance after training.

20% reduction in onboarding time for new hires.

Positive feedback from both managers and operators, highlighting efficiency and experience.

Hampup is not just a platform; it’s a revolution in training call center operators. It combines technology, usability, and a human-centered approach to transform learning into something more efficient, engaging, and scalable. The result? More confident operators and companies with stronger results.

This project reinforced an essential lesson: design is not limited to appearance, but to the impact it creates.

With Hampup, it became clear that well-designed solutions can transform complex problems into real results while improving the people’s experience.