Case study
NDIA Contact Centre — competency-based onboarding
Assistant Director, Learning & Development · NDIA Contact Centre Branch · 2021–2023
Rebuilt onboarding for the National Contact Centre as a nine-week, competency-based program — through a live CRM migration.
The Challenge
New contact staff faced 194 distinct enquiry types and a long, front-loaded induction that didn't match the real work.
What I Did
Ran a data-led learning-needs analysis from call-volume and quality data; designed a nine-week competency-based program (four-week entry + five-week specialised, with checkpoints and skills challenges); mapped 194 enquiry types to a skills-routing model and an ACSF-aligned progression; built an eAssessment centre and trained internal trainers — delivered through the branch's move to Salesforce.
The Outcome
Faster, steadier time to competency, measured against live call-quality performance rather than course completion — plus an internal trainer capability that outlived the project.
Tools — Captivate · Storyline · Rise 360 · InDesign · LEAP