+44 (0)1773 864640 info@walkgrove.co.uk

Call centre training focused on developing skills for both inbound and outbound calls


  • E-learning
  • Simulation
  • Story/scenario driven

United Utilities selected Walkgrove to develop two bespoke e-learning modules.

The first focuses on the outbound call process and will take no longer than 30 minutes to complete. The second module complements the first and focuses on the listening and questioning techniques required for effective outbound calls.

Our design uses an immersive and authentic scenario that guides the learner through the outbound call process and delivers the core messages directly and succinctly.

The modules provide an enjoyable experience that the agent can relate to and the bespoke photographic imagery captures the environment of the real world contact centre.

The central character, Sam, is introduced in ‘Before you start’ and she narrates the entire learning experience; demonstrating best practice and enabling the learner to review and learn from her experiences. She offers hints, tips, feedback and encouragement.

The e-learning, through Sam, has an encouraging, informal and friendly tone – as one colleague talking to another. Audio is used throughout to give Sam a voice and to allow the learner to review sample calls. To hold the learner’s attention, each audio clip is no longer than 20 seconds and often much shorter.