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Networking Pre-Assessment eLearning

Solution

Problem

Call center reps demonstrated inconsistent understanding of networking concepts, which resulted in frequent errors and inefficient troubleshooting during customer interactions. Without a clear way to identify individual knowledge gaps, managers were unable to tailor training effectively, leading to uneven skill development across the team and longer ramp times for new hires.

I designed this Storyline pre-assessment to pinpoint the specific areas where reps were struggling. Leveraging a learner cluster design, assessment results were used to group learners by skill level, ensuring each rep received the targeted training materials they needed. This approach maximized learning efficiency and enabled the broader networking program to address individual gaps effectively.

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  • Audience: Petroleum Call Center Representatives 

  • Responsibilities: Instructional Design, Storyboard Design, Course Design, Assessment Design, Learner Cluster Mapping, SME Collaboration

  • Tools Used: Articulate Storyline, PowerPoint, Microsoft Word

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