PLANNING AND DESIGNING MODULES

Planning and designing a module takes a lot of brainstorming and research. Though it may sound easy and not a lot of tools is needed, the different types of learning techniques make it challenging.

In a call center industry, planning modules can be very stressful. Usually product specific training isn't planned since this comes straight from the client. But for recurrent training and policy changes, this can definitely be challenging. Some tips here:

1. Know the reason why you're designing a module.

2. Know your audience and objectives.

3. Make sure your objectives are measurable and coincide with the content.

4. Timeline should be short since agents don't have enough time for recurrent training.

5. Be creative and include "heavy retention" activities.

6. Handouts are imperative so that they can take it to the floor.