National Grid - Call centre training

This multimedia e-learning product forms an integral part of a blended training programme for 4,000 emergency call centre staff.

Using an appropriate mix of text, graphics, digitised photographs, video and audio, the program covers the recognition of the different types of domestic gas meters, their typical locations, isolation methods and engineer call-out priorities. 

We simplified and made interactive the complex ‘No Gas’ flowchart for immediate screen reference to help diagnose and prioritise the problem.

The program’s assessment requires the user to deal effectively with a variety of simulated but typical phone calls, ranging from the angry and unintelligible to the confused and hysterical.

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An integral part of a blended training programme for 4,000 emergency call centre staff