Learning Designer
Overview
​This project was designed as a module to be included in a larger new hire onboarding program for new call center associates. Call center associates are faced with a large variety of calls every single day and needed to be able to ask the right questions in order to provide the best solutions to the customers. Call center management identified a gap in call center associate performance in that they were not doing well with problem solving for the customer. After reviewing several calls, it was determined that one of the biggest issues was that call center associates were not asking questions that really got to the heart of why the customer had called. The customer was doing the bulk of driving the calls, and management wanted to change that so the call center associates were driving the interaction with the customer. The hope was this would allow the call center associates to get to the problem the customer was calling about more quickly, and thus get to the solution for the customer more quickly. In doing better problem solving and in asking better probing questions, the hope was that would drive better efficiency of calls and better outcomes for customers.
Process
For this project, I engaged with several stakeholders, subject matter experts, and call center associates to do a thorough needs assessment and to get a good feel for the proposed problem. I was also able to listen to several call examples to get a better perspective on what calls sound like and how they flow in order to find an appropriate training solution. I conducted empathetic interviews with call center associates to determine what, if any, barriers they encounter during their calls that keep them from accomplishing the goal of finding out the customer issue sooner and thus getting them a solution faster. In doing this research, it was often heard that "we just don't know what to ask". This lead to the overall development of this course content, and the creation of a standardized "process" for call center associates to engage in during their calls to help them get answers for their customers sooner.
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Once I had the information I needed to proceed, I organized the information into an easy to remember acronym and then used a visual storyboard to build out each of the acronym steps. I wanted this to be a multimedia course to make sure the call center associates not only had all the information they needed, but also opportunity to hear an example, practice the skills, and check their knowledge along the way. I developed the overall course using Articulate RISE to house the various elements. I also used Vyond to create videos of the call sample so call center associates could hear and view an example as they moved through each step of the course. Rise allowed me to build in interactive elements that had learners read, click, and make decisions throughout the course. I used video to drive home the information and provide examples. At the end of the course, I provided a knowledge check to ensure learners remembered each of the steps of the process.
Visual Mockups
Results and Takeaways
I loved creating this course, and I learned a lot during the development of this project. Aside from learning new information overall in order to compile the video, this projected offered an opportunity to utilize Vyond and Rise to create content that was meaningful, engaging, and helped to solve a problem. Based on evaluations after the course, this was incredibly well received overall, and based on a comparison of benchmarking data and post training reviews the course decreased call times and improved efficiency by 35%.
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