Escrow Fundamentals for Contact Center
Contact center representatives were struggling to explain escrow concepts to customers - shortages, overages, cushions - leading to confused customers and inefficient call handling. I partnered with the curriculum manager to build a course that gave reps the clarity they needed.
Instructional design and knowledge transfer
Worked with the curriculum manager to define learning objectives based on the most common customer questions
Built a 10-minute course in Articulate Rise that breaks down complex escrow concepts into customer-friendly explanations
Structured content around real scenarios reps encounter on calls
What I did:
The outcome:
Contact center reps now have a clear reference for explaining escrow mechanics to customers, reducing confusion and improving call quality.