Inbound Call Simulation

NovoCare’s new hires were struggling to follow the official inbound call guide, leading to frequent errors during real-time patient interactions. Despite having the documentation, learners found it hard to apply the content in practical scenarios, affecting both compliance and call quality.

I was asked to create a simulation-based training that translated static guide content into interactive, realistic call experiences—helping agents internalize call flows, caller needs, and program-specific responses.

I designed a branching call simulation using Storyline 360, where learners were placed in the role of a support agent responding to various caller needs. The training presented different caller scenarios, and users had to select the most appropriate response from multiple options, mirroring real-time decisions. Each interaction adjusted the flow of the conversation, providing feedback on correct and incorrect choices to guide learning. The design subtly gamified the experience, encouraging learners to revisit the simulation for self-improvement.

The project significantly reduced new hire errors, bringing them down to negligible levels. Supervisors reported smoother onboarding, and learners responded enthusiastically, treating the simulation like a game that boosted both their confidence and subconscious program knowledge. The simulation became a daily practice tool for many agents.