CCR-Project
This is a modified version of a module I created. This was designed as part of a larger training program, where we looked at different techniques for improving customer satisfaction.
Audience: Customer service reps taking sales and service calls
Responsibilities: Instructional design and development in Articulate Storyline
Tools used: Articulate Storyline 360, Adobe Illustrator, Microsoft PowerPoint, Mindmeister
Overview
This was in response to an employee satisfaction survey result. While scores were nominal, there were many write-in notes about the difficulties handling upset customers. Reps noted that these difficult calls increased their handle time, which was a metric that the department was working on reducing.
My manager and I sat with some of the reps to do some fact finding. In our interviews, we observed that our reps didn’t have a framework to help them navigate those difficult calls. This analysis allowed us to find resources that might help create something our reps could use to more efficiently handle those calls.
Our strategy was to introduce different frameworks of customer service skills and then be able to discuss them with a group, as well as do some role play. Since the learners would not have a lot of time between calls to do a longer training, our team decided to break up the main points into small e-learning modules. After the reps had completed those modules, we would schedule groups for the webinar.
The learning objectives in this module is for a rep to memorize, describe and apply the 3 A’s methodology. This would provide enough information to start exploring this and other topics in more detail.
Interactive Prototype
I designed the prototype in Articulate 360, making sure to follow my storyboard. My teammates would review it using the web export format, and then I would make any changes requested directly in the project.
Final Product
Once we had the module finalized, I uploaded it to the company Learning Management System (LMS) using the SCORM export function. I then monitored who completed the module in the LMS and sent reminders to those who had not completed it.
Results
The series this module was a part of was met with excitement and relief from our team. They enjoyed not having to sit through long trainings to get an information dump, and then being able to jump into something interactive (the webinar) with ideas to explore. Over time our management team noted that these techniques were showing up in calls, which meant that our reps were using them.
To me, it was clear that our training goal of changing behavior was a success. In addition, call times across the board did go down. In retrospect, however, it would have been prudent to monitor call times and see if they went down in the weeks after the training, or if that was due to other initiatives to reduce call times.
Takeaways
This module was one of my first forays into e-learning design. I was excited to be able to make a quick but effective learning experience using e-authoring tools. It was clear to me that using asynchronous learning was going to be a big part of my work going forward.
That being said, this project had a variety of flaws in its original state. This included a casual tone, using many memes, and amateur design principles. The reproduction of this project rectifies much of that.
Lastly, while this project is a complete piece, there is a lot more that could be done. If I was to expand this project, some of the additions I would consider would be:
– Add voiceover audio for accessibility
– Add a mentor or hint button
– Expand on the narrative pathways, creating more routes for the scenario to go- and increasing the stakes as well.