Call Center Predictive Dialer Simulation

Employees working in a call center environment may describe their days as hectic, incredibly busy or exhausting. When new technology or a new system is introduced in that type of environment, it is often hard to find the time to train the employees. Downtime on the floor means less time making calls that can further retention numbers and bringing on new customers. Using an internal learning management system (LMS) that delivers the trainings to call center employees during low-call periods, it reserves the necessary amount of time for the employee to complete the training at their seat.

One of the first things a call center employee needs to learn is how to dial into their call delivery system. When space limitations prevent a physical learning space, an eLearning activity becomes invaluable. I was tasked with building a training that would give the employees a tactical sense of how to call into the system and begin work receiving calls. I began creating a call simulation that incorporated a completely digital version of the physical phone systems that each of the employees had at their work stations. Creating the phone from the ground up using a combination of Photoshop and Illustrator allowed me to create a useful digital piece that could be used for a wealth of future eLearning trainings. It also allowed the phone to be customizable for almost any type of usage. Once the phone was complete, I incorporated into the Articulate Storyline software to make it interactive and create transitions to take the employee step by step through the process.

By incorporating user research, I was able to send the simulation out to a variety of call center locations to get direct user feedback. One of the most useful discoveries was finding out that only one location used an older model of the phone that was created for the training. After getting the exact information on the phone, I was able to create a second digital design and place it in the interaction software to make it work for the different sites. I added a branching layout at the beginning of the course for the user to select the phone that most resembled the one supplied to them so that the training will be as close to a real-world experience as possible.