Facilitated Learning Transformation
Contact Centre Training Transformation
Reimagining Contact Centre training for greater efficiency, engagement and business impact.
A large-scale redesign of 10 facilitated training sessions across the Contact Centre learning program. The project modernised outdated content, improved learner engagement and reduced delivery time by 40%, saving more than $160,000 annually while maintaining quality and operational readiness.
Audience
Contact Centre staff
Format
Facilitated training
delivered face to face or virtually
Duration
3 - 5 day average duration per session
My Role
End-to-end training design, from strategy through to delivery
THE PROBLEM
Contact Centre training had evolved over time into a collection of lengthy, resource-intensive facilitated sessions.
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Across 10 different training sessions:
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Facilitator guides and learner materials were outdated and inconsistent.​
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Content had become duplicated across sessions, overly detailed and increasingly difficult to maintain.
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Delivery ranged from five to ten days per session.​
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Recorded call listening and realistic workplace examples were not incorporated.​
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Learners were expected to memorise large volumes of information rather than build the skills to locate and apply information on the job.​
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High facilitator and learner time requirements significantly increased delivery costs.​
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Activities were largely passive and offered limited interaction.​
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System training relied heavily on facilitator demonstration with minimal hands-on practice.​
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This resulted in a costly and time-intensive learning experience that was difficult to maintain and did not adequately equip learners to perform confidently in the workplace.
THE GOAL
Transform Contact Centre training into a more engaging, practical and efficient learning experience that improved performance while reducing time and cost.
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This solution was designed to:
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Reduce average delivery time from five to ten days to three to five days.​
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Modernise and simplify outdated content across 10 facilitated sessions.
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Increase learner participation through interactive activities and hands-on system practice.​
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Incorporate recorded call listening and authentic workplace scenarios.
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Build learners’ ability to locate and apply information on the job.
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Enable delivery both face-to-face and virtually to reduce travel costs and improve accessibility.
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Maintain content quality and operational readiness.
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Reduce facilitator and learner time away from operational duties.
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A flexible learning experience that improved efficiency, engagement and job readiness without compromising quality.
MY APPROACH
1. Reframing the problem
2. Training strategy
This was an opportunity to move beyond content reduction and rethink how learners built confidence in the role.
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Rather than expecting staff to retain large volumes of information, the redesign focused on helping learners practise realistic tasks and know where to find the right information when they needed it.
The strategy centred on active facilitated learning, with each session redesigned around practice, discussion and workplace application.
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Scenario-based activities
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Hands-on system practice
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Recorded call listening
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Facilitator-led discussion
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Job aids and reference tools
3. Key design decisions
Several design decisions shaped the redesign.
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Prioritised role-critical content
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Removed duplicated and low-value content
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Replaced passive delivery with practice-based activities
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Designed materials for both face-to-face and virtual delivery
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Built in tools to support post-training performance
Stakeholder and operational alignment
Standardised and simplified learning materials
KEY OUTCOMES OF THIS APPROACH
Consistent delivery across face-to-face and virtual environments
Practical tools to support on-the-job performance
Facilitator feedback, operational requirements and stakeholder input were incorporated throughout the redesign to ensure the sessions remained accurate, practical and aligned to business needs.
Aligned with operational requirements and business priorities.​
Validated with facilitators and key stakeholders.​
Designed for consistent delivery across face-to-face and virtual environments.
THE SOLUTION
A redesigned facilitated learning experience that reduced delivery time while improving engagement, practical application and on-the-job support.
Structure
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Consistent session structure across 10 redesigned topics
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Clear facilitator guides and learner materials
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Activities designed for face-to-face and virtual delivery
Activity Model
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Recorded call listening
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Authentic workplace scenarios
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Facilitated discussion and group activities
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Hands-on system practice
Performance Support
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Job aids and searchable reference tools
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Activities focused on locating and applying information
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Post-training resources to support workplace performance
Experience Preview: Sample Session
A representative example showing how one facilitated session was redesigned to reduce delivery time, improve relevance and support practical application.
Session: Home Building
Previous State
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Five-day delivery format
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Six one-hour online modules formed the core learning experience
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Facilitator presentation directed learners through module completion
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Heavy reliance on facilitator demonstration outside the modules
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Limited activity-based learning
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No dedicated learner workbook for practice and reflection
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No recorded call listening or structured call review
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Limited tools to support post-training application
Online module Three
What to do:
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Please locate the module Contact Centre Module 3, Home Building Contracts, and
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complete the module and quiz.
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Finished early:
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Review the NSW Fair Trading website.
BEFORE REDESIGN
Session: Home Building
New State
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Reduced delivery from five days to three
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Removed the six standalone online modules and reworked key content into facilitated delivery
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Introduced a learner workbook to support activities, practice and reflection
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Added recorded call listening to build real-world judgement
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Increased facilitator-led discussion, scenarios and activity-based learning
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Added hands-on practice to support workplace application
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Created colour-coded facilitator guides for easier, more consistent delivery
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Added tools and references to support post-training application
Contact Centre
Home building
Day two
Contact Centre Home building
workbook
AFTER REDESIGN
CHALLENGES & KEY DECISIONS
1. Reducing Duration Without Compromising Quality
Training needed to be significantly shortened while maintaining learner confidence, content quality and operational readiness.
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Prioritised essential knowledge and skills while removing duplicated and low-value content.
2. Driving Practical Application
Learners needed realistic practice opportunities that reflected the complexity of the Contact Centre role.
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Incorporated recorded call listening, authentic scenarios and hands-on system practice.
3. Flexible Delivery
Training needed to be delivered consistently in both face-to-face and virtual environments.
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Designed activities, facilitator guides and learner materials to run effectively in either setting.
4. Supporting Performance Beyond Training
Learners needed practical tools to locate and apply information on the job rather than rely on memorisation.
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Embedded job aids and searchable reference tools to support ongoing performance.
OUTCOME & IMPACT
Reduced delivery time by 40% across 10 facilitated training sessions.​
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Saved more than $160,000 annually in delivery and labour costs.​
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Enabled face-to-face and virtual delivery, reducing travel requirements and associated accommodation costs.​
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Maintained content quality and operational readiness across all 10 redesigned sessions.​
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Improved learner confidence through realistic practice and on-the-job support tools.​
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Standardised facilitator guides and learner materials, simplifying ongoing maintenance.
Reflection
This project reinforced that longer training does not necessarily lead to better outcomes. More effective learning comes from helping people practise realistic tasks and equipping them with the tools to locate and apply information confidently on the job.