Call Center
Training Materials
Training Materials
Every year, DIRECTV trains call center agents domestically and internationally on the premium programming and subscriptions offered.
I create the year's overall theme which I then broke down into 4 sub-themes that are used to create engaging quarterly training decks, job aids, and live learning modules for the call center agents
I create the year's overall theme which I then broke down into 4 sub-themes that are used to create engaging quarterly training decks, job aids, and live learning modules for the call center agents
Art Direction & Design: Ebunaé McBean | Programs: InDesign, Photoshop, Illustrator | Project executed by 160over90
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.
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.
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 videos, I created the lower thirds and storyboard detailing the flow of the video, sound effects, voiceovers, and transitions, then the storyboard is passed to the video team so it can all be brought to life.