Sharon Oatway -July 29, 2020
We can all remember the first few days of any new job. Anxious. Excited. Overwhelmed. Onboarding — the first few weeks of a call center agent’s life with an organization — is often overlooked. Although research conducted by Glassdoor found that well thought out onboarding improves employee retention by 82% and productivity by over 70%, Gallup found that only 12% of employees strongly agreed that their organization was doing a great job onboarding new employees.
Onboarding takes on a whole new meaning when a good percentage of your call center team is working remotely. This new reality provides organizations with an opportunity (and requirement) to revisit both contact center agent onboarding and training strategies in earnest.
This list runs from the obvious – “Have a plan” – to solid advice: “Leverage a blended learning approach” and “Keep testing at the forefront.” In addition, I would propose explicitly stated alignment between the work to be done, the assessment(s), and elements of the training. Highlighting that connection allows the trainer to coach from the job through the test to the day 1 trainee. -MW-
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