The first step to exceptional customer service and call center performance is a well-trained agent. A well-designed and engaging contact center onboarding program is key to boosting agent productivity and long-term success.
The turnover rate in call centers is high, with one in four employees leaving their call center position each year. The great news is that successfully onboarding call center agents during their first year on the job increases retention by as much as 25%.
A comprehensive onboarding process gives new call center agents a solid understanding of the product and corporate culture, enabling them to confidently assist customers and represent the brand. Here are five common traits of the best call center onboarding programs.
Start with an onboarding process flow chart
A process flow chart for new agents is a fantastic part of any new employee training. This outlines a new agent’s onboarding experience and includes key milestones. A well-documented, repeatable onboarding process ensures an efficient and effective agent onboarding experience. A flowchart for onboarding helps managers train new agents consistently, thoroughly, and quickly, without starting from scratch each time. Additionally, the flow chart can help managers understand the onboarding stages and for the new agent.
Choose people-oriented over action-oriented
It’s easy to place a new agent in a classroom and have them go through endless paperwork and PowerPoint presentations. It’s also ineffective. Instead, design your onboarding process to include interactive and social experiences for every new agent.
Consider tapping into the expertise of other team members. Encourage new agents to meet other employees, executives, and the company’s CEO to learn more about the company, what other departments do, and how they operate. This helps agents understand the entire business and empowers them to deliver an exceptional customer experience.
Never stop growing.
Assign a peer mentor
A brand-new work environment can be intimidating. To ensure new agents receive continued support and assistance, many leading onboarding programs pair them with experienced agents. Call center mentor responsibilities boil down to serving as the point person for the new agent to go to with simple questions.
The mentor also streamlines the adjustment period for a new agent and provides a familiar, friendly face. Assigning new agents a mentor helps them learn the informal parts of the job while they adjust to the company culture. This human connection makes a huge difference for a new agent—helping to integrate them into the new team.
Include transition training
Remember onboarding and training are not interchangeable. Training has a major role in the overall onboarding program. It’s not enough for new agents to only receive training on products, services, and processes during onboarding. They need ongoing training that equips them to handle complex customer questions and interactions.
Companies with successful onboarding programs nurture new agents through a transition period known as call center nesting training. This training places new agents in a controlled environment to help familiarize themselves with handling real customer contacts. New agents take calls while closely monitored and coached. This nesting time is a great opportunity for agents to practice and hone their call-handling skills and knowledge.
Check in more than seems necessary
An agent’s first few weeks are a critical development period. The habits they build during this time are likely to stick, so they must be in-line with best practices and role responsibilities. An easy way to measure progress is with frequent, informal check-ins. At the very least, provide a wrap-up at the end of their first week.
Check-ins keep new agents on course and provide reassurance about their progress. After their first few weeks on the job, follow up with new agents to receive feedback on your onboarding program. See what areas agents continue to struggle with and provide additional support in these areas.
Surveying new agents also sheds light on enhancements that need to be made to the onboarding program. This feedback loop also lets agents know their opinions and thoughts are valued—another essential aspect of employee engagement.
New agent onboarding doesn’t have to be complicated. Use these onboarding best practices to create an exemplary onboarding process, retain talent, and empower agents to make a lasting and positive impact on your call center. The long-term benefits of great onboarding are nearly endless. If you’re ready to improve call center onboarding and training, get a demo of Seismic Learning today.
Contact center agent onboarding FAQs
How can call centers tailor onboarding to address specific challenges related to their organization and industry?
First, it’s important to conduct a thorough needs analysis. Identify the specific challenges, nuances, and skill sets required for your business and the type of customer interactions. Once they’re identified, your call center’s training efforts should be adjusted to focus on relevant product knowledge, industry regulations, and communication techniques unique to the field. Additionally, incorporate realistic practice scenarios that mirror the challenges agents may face in their specific industry to enhance the practical applicability of the training.
How can call centers measure the success of their onboarding programs and adapt them as needed?
Implement key performance indicators (KPIs) such as first-call resolution rates, customer satisfaction scores, and average handling times to help assess onboarding effectiveness. Tracking agent retention rates beyond the initial onboarding period also provides insights into the program’s long-term success. If agents stay with the company and progress in their roles, this indicates effective onboarding.
