Outbound Calls
Case Study
Scroll down to see the full course & corresponding assets.
Project Title: Driving Growth Through Outbound Calls
Tools Used in Development: Articulate Storyline, Microsoft Word, Powerpoint, Canva, Biteable
Time in Development: About 2 months
My Role: Research, Storyboard, Script, Development, Graphic Design, Instructional Design
Client: This was a volunteer client who manages a sales team of 24 people for a tech company.
Collaborators: SME at the tech company
Context:
A tech company seeks to drive buyer and revenue growth through quality customer contact; this company requires sales reps to make 20 outbound calls per day. Management seeks to have their reps bought in and motivated to reach this goal. They also want to provide strategies for their reps to organize and make quality calls.
Challenges:
One challenge is that the learners have a wide range of background experiences; a few are seasoned employees, but many have had minimal sales experience and have never worked in a call center. Another challenge is time management, especially since transitioning to a completely remote workplace. Many choose to focus on other responsibilities and put minimal effort into outbound calls.
Solution:
This project provides several solutions for sales reps to understand the importance of outbound calls while increasing motivation to reach their call metric. This project also provides strategies to help reps organize their business and conduct quality calls, rather than just trying to hit a number. The eLearning course was created in Storyline in order to use its interactive tools such as sliders to explore data, animation to emphasize points, and quizzes to track results. In addition, the infographic created in Canva is a great takeaway for reps to save on their computers or even print and display near their workspace. Finally, the short Biteable video was developed as an additional resource that quickly reviews the topics; this could be used as a reminder after learners complete the course to help retain the information.
Results:
My volunteer client has already voiced positive feedback on this course and the corresponding assets. The results of this lesson will be formally conducted by comparing the call data collected through their company. Managers will also perform periodic reviews by examining short-term daily or weekly call data. In addition, the sales reps will be given anonymous evaluations to reflect on their own performance. This data will be used to improve the lessons and lead future instruction.
