The Power of Redirection
This course provides call center agents with scripts to redirect phone calls back to the customers policy and away from political and societal topics of 2020.
When agents began to feel cornered in conversations by topics surrounding our Government, the Coronavirus, and Black Lives Matter topics the department managers came up with statements to empower agents to professionally redirect the phone call. Clear rules were created to dictate when it is okay to end the phone call if redirection does not work without being penalized by QA.
My Role
I designed and developed the course in Articulate Rise while gaining feedback along the way from the call center supervisors and Quality Assurance department.
I created a job aid to compliment the course for agents to use while on the phones.
User Feedback
They found the branching scenarios extremely helpful to practice their new scripts.
The Knowledge Base article made it easy for them to access the scripts in a heated situation.
Their stress was reduced and their calls were more easily redirected back to work-related topics.
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Color Palate
The coolest of the cool colors were chosen from the company palate to reinforce the mindset of staying calm, cool, and collected on these potentially hot phone calls.
Job Aid
This article was added to the company Knowledge Base for agents to easily refer to while on a phone call.
It specifies which scripts are best used in different situations so they can quickly find the best statement to use.