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 provides training for call center agents domestically and internationally on their premium programming and subscriptions offered on their streaming platform. I was the creative lead for this program from during my time on the account, and spearheaded the look and feel for the yearly thematic which is then broken down into 4 quarterly sub-themes.
The developed look and feel is then applied to each of the training materials for the quarter; training decks, job aids and live learning modules.
The developed look and feel is then applied to each of the training materials for the quarter; training decks, job aids and live learning modules.
Training Deck
Presentations are the first set of assets created based on the quarter's theme. Since agents only see the presentation once, the goal is to make it visually appealing and engaging so that agents can focus on the information that's most important for each Premium (Max, SHOWTIME, MGM+, STARZ, Cinemax). The presentation is an opportunity to connect visuals and graphics created with each of the Premium's value to help better the agents' understanding.
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.