The Perfect Phone Call Project

Project Objective: The Perfect Phone Call project was an endeavor to provide training to administrative assistants to improve communication skills via telephone interactions.

My Role: The project included collaboration with leadership, managerial staff, and staff members. My role in this project was to gather the assets of video and audio and then to design and develop a training series of micro-courses.

Course 1: I began by compiling different audio clips that were provided. I edited the audio in Camtasia and Audiate, and then created a video using graphics and animation in Canva. After exporting the video content from Canva to Camtasia, I merged the audio and video content. After final editing, I exported and uploaded the final product into Articulate Storyline 360. This micro-course would include this longer “Best Practices” video and a drag-and-drop learning activity to review the key points made in the video. The learning activity was intentionally designed to boost learning and accentuate the values communicated in the video.

Courses 2 and 3: The next step was to take the four shorter videos that were already prepared and to design a course or courses to accompany the best practices course. After editing and exporting the final product for all four videos, I created two micro-courses; each course would include two videos by theme. One course focused on the value of being extraordinary in customer service and the other course focused on developing telecommunication skills. Both of the courses were designed similarly in form, beginning with one short video, followed by a second short video. Each video is accompanied by a “click and learn” activity that highlights the main ideas in the video being seen. Both courses included a flashcard learning activity to review the points discussed in the videos.

Course 4: Using the content provided by the company, I created another course in the series focusing on how to answer a phone call. This course included video provided by the company. I edited the video and exported and included it in the course. The video was then followed by a series of information points as steps for how to answer a phone call. After a review slide, there is a true and false learning activity for learners to review what they learned.

Course 5: The next course includes a short demonstration video for how to place a caller on hold. Using hot spots, I included the technical audio for placing a caller on hold and then the technical simulation of how to place a caller on hold. A fun inclusion is the music that begins when the learner clicks or hovers over the hotspot, creating an affirmative reward for doing the steps correctly.

Course 6: Finally, there is a course for what to do when you have to handle a service failure. This micro-course includes steps for handling a service failure and then finishes with a flashcard review activity.

Job aids were created to accompany the learning to assist learning.