Communication Skills

This eLearning project is developed by GBS team at based on the process requirements to help the representatives in handling the customer calls . This project helps customer support representatives understand the customer and help them better

·         Responsibilities: Project Management, Instructional Design and eLearning Development

·         Audience: GBS Employees

·         Tools: Articulate Storyline 360 and Snagit

·         Year: 2023

Project Introduction

This project was an additional requirement from processteam to develop communications skills training fro GBS customer support agent and above to understand the nitty gritty of call handling, quality, resolution and empathy.

I used Articulate Storyline to develop the eLearning module of the program as it was most compatible with their LMS. The client and SME approved this approach.

Design Approach

After reviewing the initial content and performing needs analysis it was evident that we develop this training using ADDIE methodology based on the client requirement.

With the main task in mind I recreated a storyboard for the modules and reviewed it with client and SME. Once the storyboard was approved I created a prototype of the project to create the visual experience for the client and SME. As the content was constantly evolving we reviewed the modules a total of three times before the client approval and signoff.