eLearning| Instructional Design

Agent Call Practice

As part of the overall training program that our client’s Customer Service Agents attend, they must complete simulated practice calls to exercise and expand on their skills. This activity used to happen in person. For this year, these activities had to be repurposed for the virtual environment and Webex. To ensure that agents were clear on what they were supposed to do and what information they were to provide to their practice partner, we created a guide That they could flip through as they went and had the liberty to go back and forth as needed.

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Format

eLearning

Skills

Instructional Design

Tools

Articulate Rise

Year

2020

The Difference Maker: Call Practice Worksheet & Video

To support call practices, we created a digital worksheet that learners used to document data they would use during their call. Students saved the worksheet on their computers to add to it or pull an account identifier from the previous activity. To ensure everyone knew how to save the document, we created a short, YouTube-style video to support them.

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