Project Description

Our Instructional Design team created a training program to address the performance gaps shown by newly hired customer service agents at SuperScoot, a multinational start-up company. One of our challenges was to create a scalable onboarding program that could solve the problems identified by the stakeholders and meet the needs of the 200 students to be trained in one of SuperScoot's regional offices. We opted for a blended approach to improve the customer service and English skills of the agents through online and face-to-face instruction.

 

Learning Theory

We based our learning theory for this project on the principles of Individual Constructivism, whose central idea is that new knowledge is built upon the foundation of previous learning. Constructivism also states that learning should be an active and engaging experience & humans interpret knowledge based on their values and personal and social experiences.

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