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! 

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.

Daniel Adeboye
Danielle Saul
Jeff Kortenbosch

Wow, what an amazing challenge this turned out to be. As you may have read in the comments above. I set out to rebuild Tim Slade's awesome Storyline demo... In articulate Studio. I'd taken a quick look at Tim's Storyline file and noticed it where just 15 slides. Piece of cake! Yeah... right. Taking a closer look at Tim's file I noticed he used feedback per answer, not per question and based on that feedback a different path would be available for the learner. Well done Tim! That is what makes a great personalized experience. That also made my job harder as it meant creating slides for all possible variations and linking them together properly. Also I had to make various Avatar based versions for each possible path (including the introduction of the module). I ended up with a whopp... Expand

Tim Slade

@Jeff - WOW! Great work! If you told me this was built in Storyline, I would have believed you. Can I use this for future presentations? This is a great example showing the difference between building something in Studio vs. Storyline. I don't know how you managed to wrap your mind around the branching, especially since PPT displays the slides linearly. I built a much simpler version of this scenario in PPT for the Articulate Studio training that I do. Even without allowing the user to select their own character, it ended up being a total of 16 slides. You can check it out here on slide 10: Download the file here (FYI: includes the entire set of our Studio pract... Expand

Jeff Kortenbosch