My last class in my Instructional Design certification program was Project Management and Instructional Design. In that course, I was assigned to a group in which we tackled a fictional training scenario based on real-world experiences.
The scenario was this: a (fictional) call center was plagued by customer complaints about poor customer service by the company’s telephone representatives. Additionally, the company had a goal to increase customer sales by 10% during the next fiscal year, despite fifty percent of the company’s customers did not plan to do business with the company in the future.
To address these problems, my coursemates and I designed a complete training package. We analyzed and isolated the problem, determined that training would be an adequate solution to the problem, and then developed a course to address the training needs of the telephone operators and the trainers themselves. Our solution involved an 8-hour training session for the telephone operators and designing and developing a trainer’s guide for train-the-trainer solutions.
Below is a gallery of the documents we created for this course.