I developed an instructional video focused on First Call Resolution (FCR) and Contact to Order (CTO) to help agents understand how these two metrics work together to influence both consumer experience and contact volume within adidas operations. The goal of the course was to build awareness around how resolution quality, repeat contacts, and operational factors directly impact demand and planning.

I designed the content to clearly break down each concept while emphasizing their connection—showing how strong FCR not only improves customer satisfaction but also reduces repeat contacts, ultimately supporting a healthier CTO. The video guided learners through defining both metrics, identifying operational pain points, and understanding the broader business implications of their day-to-day actions.

During development, I navigated delays due to updates in CTO computation, ensuring that the final content reflected the most accurate and aligned data. Despite these adjustments, I maintained a clear, engaging structure that allowed learners to grasp complex concepts easily. The final output supported teams in strengthening both service quality and operational stability through better understanding of FCR and CTO.