Call Centre Online Refresher

After experiencing a decrease in quality assurance score averages, a training need was identified to address a spike in poor call comment etiquette.

A short, online refresher eLearn was requested to specifically address the use of abbreviations that were not considered appropriate or were otherwise not widely accepted within the organisation.

As quality assurance was a sore point with a lot of the call centre operators, I did not want the training to come across as a reprimand, so I opted to use a fun drag-and-drop game to test learners ability to identify the incorrect answers and throw them in the bin.

Type: eLearning
Software Used: Articulate Storyline, Adobe Illustrator