Calmer calls, clearer outcomes

The challenge

Supervisors saw long calls, difficult borrower conversations, and rising stress.

What we built

A four-part instructor-led program grounded in field research: floor observation, recorded calls, and staff interviews. Sessions blended short presentations, interactive drills, and team games.

How it works

Agents practice call control, de-escalation, and next-step clarity. Supervisors use the same framework for coaching.

Impact

Agents left with repeatable steps for tough calls, and coaching aligned across the team.

My role

Needs analysis and end-to-end instructional design.