Efficiency Training Prototype
This project consisted of creating a prototype for the implementation of efficiency training for a call center.
The call center specializes in routing calls for clients. The number of calls the company was receiving has not increased, however they did experience an increase in their payroll. The company was having to hire new operators to handle their current call volume.
Because of this, the company was looking to implement training for their current operators, as well as newly hired operators. The training itself had to be efficient, and not take the operators from the phones for an extended period of time.
The first step in designing the training was conducting a training needs assessment:
Careful research was conducted during the assessment.
It was decided that operators needed to be more familiar with the call routing process. Operators would be able to increase their efficiency by utilizing a call script. They could further decrease their call time with the implementation of callback solution
With the assessment completed and client feedback received, a project design brief was created:
The design brief consisted of additional research and a production timeline. The evaluation of the effectiveness of the training was also included. The design brief notes the return on investment the company will receive upon the implementation of the training.
The next step was developing a working prototype for the client in Adobe XD.
Below is the working prototype for the efficiency training:
A complete video walkthrough and overview was also supplied to the company.
The below video illustrates the effectiveness of the training:
