Case Study: Customer Service Representative Onboarding
Client: Financial Services Company
Project Type: Design Proof
My Role: This is a design proof of concept for a customer service process training.
Background: Create a two-day program for onboarding new employees and teach them the five step process for taking customer service calls.
Primary Obstacles: Given the specific process map for customer service calls, create a two day training with a mix of instructor led and asynchronous e-Learning with a focus on gamification.
Results: Recommend 68 (linear) weeks to develop a level 3 program to meet the needs of the learners.
Two day program schedule.
Program Goals, Delivery Methods, and Execution Plan.
Graphics designed in Miro.