Meet Your Performance Metrics
PERFORMANCE ENABLEMENT
Project Overview
Meet Your Performance Metrics: Know Them. Own Them. is a digital learning experience designed to prepare newly hired customer service representatives to understand and manage the performance expectations they will encounter in production. The course translates four key performance metrics into practical behaviors learners can recognize, practice, and apply before handling live customer interactions.
Project Details
Role: Instructional Designer + eLearning Developer
Audience: New Hire Customer Service Representatives
Deliverable: Digital eLearning Course
Tools: Articulate Rise 360 • Canva
The Challenge
New customer service representatives were introduced to performance metrics during onboarding, but they could enter production without fully understanding what each metric measured or which day-to-day behaviors influenced their results. This created the potential for new hires to learn through lower scores and corrective coaching rather than entering production prepared to manage their performance from the start.
The Solution
I designed a 20–25 minute interactive eLearning experience that connects performance metrics to the behaviors employees use during actual customer interactions. Rather than presenting metrics as isolated definitions, the course follows a new CSR through realistic situations and gives learners opportunities to explore, practice, and apply behaviors that support performance across all four metrics.
Behind the Design
Learning Needs Analysis
The learning needs analysis identified a gap between awareness and application. New hires may know that performance metrics exist without understanding what drives them or how their everyday decisions affect results. The analysis helped define the desired performance behaviors and shaped a solution focused on preparing learners before their first live customer interaction.
Development
The course was mapped into a nine-lesson experience that progresses from understanding individual metrics to applying them together in realistic customer interactions. Scenario-based learning, multimedia, progressive disclosure, formative practice, and a mastery-based final assessment were incorporated to reinforce learning throughout the experience.
Inside the Learning Experience
The learning experience combines scenario-based instruction, interactive practice, and knowledge checks to help learners connect performance metrics to the everyday behaviors that influence results.
Outcome
The completed solution provides new customer service representatives with a structured learning experience for understanding performance expectations before entering production. Learners move from foundational knowledge to realistic application through scenarios, interactive practice, and a final assessment requiring an 80% passing score. The course was designed for integration into new-hire onboarding and reinforcement through ongoing coaching and performance conversations.
Portfolio Note: This project is based on professional work developed for a client. Some names, branding, examples, and proprietary content have been modified or recreated to protect client confidentiality.
Build the Foundation
Learners are introduced to the four key performance metrics and explore how each contributes to customer experience, individual performance, and overall service delivery.
See Performance in Context
A recurring CSR persona places performance concepts into realistic customer interactions, helping learners connect individual behaviors to the metrics they influence.
Put It Into Practice
Interactive practice brings all four metrics together, challenging learners to identify how specific customer-service behaviors support performance throughout a complete interaction.
