Simulation design starts with learning objective identification and sample call recording collection.
Most traditional instructional design processes start with the identification of learning objectives, following by a creative/writing process. In contrast, simulation design starts with learning objective identification and sample call recording collection. These calls are then usually transcribed and anonymized for legal and privacy reasons.
The benefits of this approach are significant, most of all because starting with real call samples objectifies the learning content design process. Instead of weeks of back and forth over graphic design, animation and scripts (common in most traditional learning content modalities) most simulations can be transcribed, reviewed, and approved in a matter of days – reducing training development timelines and overall costs.
To get started, your team will need to collect multiple call, email, or ticket samples that include the scenarios you wish to simulate. As you do this work, keep the following things in mind:
- More is more: Because you’re trying to simulate real life, the more samples you have, the more you have to consider. If you find a call that is 1) relevant and 2) has either ‘good’ or ‘bad’ examples of the skills or customer experiences you want to create, grab it.
- Get both ‘good’ and ‘bad’ samples: Most simulations provide the learner with a sample of both a ‘good’ and ‘bad’ example so they can contrast and compare how the exact same customer situation could be handled differently, and get different results.
- Make sure ‘good’ is truly ‘good’: Since the first step of sim design is transcribing real calls, the call you select will serve as the foundation of the entire simulation. So be sure to select calls that rank amongst the top in your quality assurance metrics. (may have to edit later, which will take time; so finding better calls now saves time later)
- You can mix and match later: You can mix the best (or worst) parts of the call samples later to create a single call. For example, if you love the intro from one call sample, and the end of another, grab both, and then merge them together in your sim script draft.
- Note why you picked the call: For both design purposes, and record keeping, you should note (even if just in short bullet form) why you chose the call sample, and then store it with the production files. For example, you might note the quality assurance rubric scores, or write a couple sentences about how the agent artfully navigated a tough topic.
- Timestamp where possible: As you begin to write and edit later – and especially if you want to mix and match call sections – include some high level time stamps in your notes. For example, “2 minutes in is the part where the agent artfully navigates a tough topic; and 5 minutes in is the best credit card upsell I’ve ever heard.”
- Preserve Privacy: As you’ll learn in another article, all sim content must be anonymized before posting to the Platform. So to preserve the privacy of the original customer, and the agent your simulating, avoid anything too subjective in your notes, and save the call recording in a secure environment. We’ll talk more about privacy in the Call Recording Transcription article as well.