Case Study: Customer Service Representative Onboarding

Client: Financial Services Company

Year: 2021

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.