Problem:
Customer service representatives often experience long call durations and inefficiencies due to disorganized communication, underuse of CRM tools, and poor issue resolution processes. This leads to wasted resources, customer dissatisfaction, and inconsistent performance metrics.

Solution:
This course trains employees to reduce average call handling time while maintaining service quality. It focuses on setting measurable efficiency goals, applying a structured 4-step call framework, and navigating CRM tools effectively. Outcomes include faster resolution, improved customer satisfaction, and optimized resource utilization, leading to enhanced operational efficiency.

Instructional Design Process

Instructional Design Model:
I applied elements of the ADDIE model and Adult Learning Theory to design this course. Through careful analysis of learner needs, targeted objective setting, and ongoing evaluation, I created an engaging and effective learning experience.

Project Management:
I used Trello to manage lesson planning, organizing tasks into stages: brainstorming, development, implementation, and evaluation, to ensure a clear, efficient workflow and track progress effectively.

Analysis:
A Training Needs Analysis was conducted using insights from a Scoping Meeting with SMEs. By asking focused questions, I defined the scope, clarified roles, set expectations, and established timelines to support a structured training plan.

Design:
Using Microsoft Word, I created a Course Outline to align content with learning objectives. I then drafted the course script in Google Docs for collaborative editing and refinement.

Development:
Course materials were built in PowerPoint, incorporating visuals from Canva, and converted to Google Slides for easy access, editing, and sharing.