Call Center Training in E-Learning

E-Learning Challenge #47: Challenge | Recap

One of our most popular interactions is the call center scenario that ships with Storyline. It’s not popular because it’s the world’s best-looking interaction—it isn't.

It’s a popular template because call center training is a popular topic. Almost every company has some degree of customer support training and this template is the go-to template for call center training.

As the saying goes, if the only call center template you have is the built-in Two-Person Scenario, then that's the one you use. Hopefully not after this week's challenge! 

What Do Call Centers Look Like?

Spoiler alert: Call centers all look the same. At least most of them do.

Don't believe me? Try searching for “call center” in any stock photo site and you’ll find the typical images for call centers.

Stock photography won't always help us personalize interactions for a specific industry. 

Two Ways to Personalize Your Call Center Designs 

I'm guessing most call center employees dress business casual and work from offsite locations that look roughly the same across industries. To personalize your slides to your topic, you need to play off your topic's visual voice and that involves a wardrobe and set change. Here are some quick examples:

Uniforms create context 

If you don't have the right stock characters for your project, try giving them a wardrobe change. The good news is you don't need much to transform a business character's look and feel. 

Backgrounds create context

Background images are the largest image on your slide making them one of the best ways to establish context and a sense of location.

A quick background change can transform an air transportation theme into a medical theme:

Support training is a big part of e-learning. Finding creative ways to create call center training is what this week's challenge is all about!

Challenge of the week

This week your challenge is to design a call center interaction. You can choose any area of call center training you like. Don’t worry about scripting out a detailed or authentic storyboard.  Prototypes, unfinished interactions, and even sketches are perfectly acceptable.

Do you design call center training?

That's great. Feel free to share examples you’ve already built. This week's challenge is all about sharing creative ideas and we'd love to see what you've created. 

Need some ideas to get you started?

Feel free to use use placeholder content for your interaction. The topics below are only ideas to guide your use of placeholder content.

  • Call center training for broadcast & internet companies
  • Anatomy of a call center
  • Reducing wait times
  • Dealing with angry customers
  • Rebuild Storyline's two-person scenario interaction


You can use Articulate Storyline, Articulate Studio, or PowerPoint to design your call center interaction.


Here are a few resources to help kickstart your creative juices:

Share your e-learning work

  • Comments: Use the comments section below to share a link to your published project and blog post.
  • Forums: Create your own thread in our E-Learning Heroes forums and share a link to your published demo.
  • Personal blog:  If you have a blog, please consider writing about your challenges. We’ll link back to your posts so the great work you’re sharing gets even more exposure. 
  • Twitter: If you share your demos on Twitter, try using #ELHChallenge so your tweeps can track your e-learning coolness.
  • Facebook: Reply to this Facebook post with a screenshot of your project and a link to your demo.

Last week’s challenge

Before you dial into this week’s challenge, take a break to check out the e-learning portfolios your fellow community members shared in last week’s challenge:

E-Learning Challenge #46: Show Us Your E-Learning Portfolio 

More about the e-learning  challenges: 

The weekly challenges are ongoing opportunities to learn, share, and build your e-learning portfolios. You can jump into any or all of the previous challenges anytime you want. I’ll update the recap posts to include your demos.

Even if you’re using a trial version of Studio ’13 or Storyline, you can absolutely publish your challenge files. Just sign up for a fully functional, free 30-day trial, and have at it. And remember to post your questions and comments in the forums; we're here to help.

Jackie Van Nice
Jackie Van Nice
Andrew Sellon