Update in-person training to interactive eLearning on state specific procedures.
While our phone agents generally handle the same group of states on a daily basis based on their location, we offer specialized training to our more advanced agents to allow them to handle calls on a countrywide scale. This specializing training is typically offered as an instructor led session. However, to help agents learn the material in a more engaging manner, the training was adapted into a self-paced elearning course. Once they had completed the full course, they would be prompted to take a quiz to test their knowledge. With a passing score, they would then be qualified to handle calls from that state.
To avoid sharing proprietary information, I have omitted confidential information in this case study.
|Screenshot of menu from eLearning|
Planning helps with Progress
State specific course material was developed into an exploratory iPad format where agents could review topics at their own pace. Due to the free-form nature of the eLearning module, an outline was created to illustrate the paths an agent could take while exploring the various topics.
|Outline of course content|
This material was developed with a teammate in a different office, so we had to work together to develop courses that were clean and consistent.
A mock-up of the eLearning was created using PowerPoint to understand the layout and order of the final course.
|These images illustrate the difference between the PowerPoint mock-up and the final eLearning course.|
The eLearning course included interactive games for agents to test their skills and call clips to listen to real life examples.
|Illustrations of two of the interactive components of the eLearning module.|
A reference guide was created for each course for agents to use while handling these states on phone calls.
|Reference guides have everything that agents need to know right at their fingertips.|