Project Overview

In this case study, SykkelParts, an international bicycle parts supplier, was experiencing declining customer satisfaction due to unprofessional call center interactions, low product knowledge, and inconsistent application of policies. Leadership sought a training solution that would both improve professionalism and be sustainable for ongoing use.

• Project Title: Communicate Like a Pro

• Client/Organization: SykkelParts

• Audience: Call center employees

• Project Type: Blended Learning

• Key Deliverables:

  • Instructional design document

  • Detailed storyboard for SCORM‑compliant CBT modules with interactive branching scenarios

  • Facilitator guide

  • Call Center Playbook (job aid)

• Tools: Articulate Rise, PowerPoint, Trello

• My Role: Instructional Designer | Developer | SME Liaison

• Impact: The program positioned SykkelParts to:

  • Increase customer satisfaction survey scores by the targeted 20%.

  • Reduce repeat call volume through improved first‑call resolution.

  • Provide managers with ongoing tools to reinforce professionalism.

Photo by Drew Coffman on Unsplash