Call Center
Training Materials
Art Direction & Design: Ebunaé McBean | Programs: InDesign, Photoshop, Illustrator
| Project executed by 160over90
Training Materials
Art Direction & Design: Ebunaé McBean | Programs: InDesign, Photoshop, Illustrator
| Project executed by 160over90
DIRECTV offers training for call center agents both domestically and internationally, focusing on their premium programming and subscription offerings available on their streaming platform. As the creative lead for this program, I spearheaded the development of the overarching annual theme, which was then broken down into four quarterly sub-themes.
The established visual identity was applied consistently across all training materials for each quarter, including training decks, job aids, and live learning modules.
Training Deck
Presentations are the first set of assets created based on the quarterly theme. Since agents typically view the presentation only once, the goal is to make it visually engaging and impactful, allowing them to focus on the most important information for each premium service (Max, SHOWTIME, MGM+, STARZ, Cinemax). This is an opportunity to seamlessly integrate visuals and graphics that highlight each premium's unique value, enhancing the agents’ understanding and retention of key information.
Job Aid
These are typically 8.5" x 11" sheets that give agents information on the different Premium titles that customers can enjoy based on their favorite genre. Job aids are produced quarterly and follow each quarter's theme.
Live Learning Modules
Agents have their own self-paced learning modules that they can watch on their own time. For these, I led the development and implementation of storyboards and lower thirds for each of the learning modules for each Premium.