Instructional Design Project

The Process for Revamping the New Hire Training

The Sales Director wanted to extend the new hire training for 12 call center sales agents from 1 week to 3 weeks. The training presentations also needed vetting to ensure alignment with the learning objectives. Ultimately, the training needed expansion and updating to improve agent conversion rates.

Analysis

Listed over 30 topics that were currently being taught
Assessed topic effectiveness and viability
Determined whether the topics needed to be removed, updated or created in order to meet the learning objectives

Design

Organized topic under Information, Sales Skills and Mindset to make sure categories were distributed evenly throughout training
Determined which topics were absolutely necessary for agents to start taking phone calls by the end of the first training week
Worked with Subject Matter Experts (SMEs) to determine the order for introducing topics
Created a training schedule with suggested times allocated for teaching each topic
Organized personnel and training schedules to ensure that agents received support from trainers, new hire supervisors, and production supervisors

Development

Led sales managers, acting as SMEs, in brainstorming and developing new content
Utilized my graphic design skills to create and curate assets that complemented the written content, resulting in an aesthetically pleasing experience for the learners
Unified all training materials under new branding standards, which included a new logo, graphical assets, company colors, and fonts
Included improved agent recordings as examples for specific skills
Used Loom software to create screen-share recordings for teaching software usage
Used ChatGPT to brainstorm for content ideas and to check for clarity and grammar

Implementation

Coordinated with the training departments of all 12 call centers to implement the new training material within their training schedules, while adjusting their training personnel to the new schedule
Trained the trainers to help them learn the new concepts and to be able to teach them well

Evaluation

Observed trainers teaching the new material
Helped onboard a new call center by co-teaching the staff, and later, the agents, using the new material
Observed metrics such as Conversion Rate, Average Handle Time, Utilization, and others to determine the efficiency of the new training material
Conducted weekly meetings with trainers, training supervisors, production supervisors, and call center managers to determine necessary changes to the new training
Made changes to the training content along the way and communicated these changes to all stakeholders