Traditional training methods take 2-3 months in contact center agent onboarding. And an agent's average lifespan in one call center is between 6 months to 1 year.
Agent onboarding refers to hiring a new agent in the contact center. It’s the process of integrating a new agent into a contact center by filling out the required paperwork and ramping up on business and job requirements. It includes the period between signing the paperwork to the activation phase. Often organizations build an extensive new agent onboarding checklist to streamline the process.
Here are 5 effective tips for call center agent onboarding:
1. Provide Comprehensive Call Center Coaching
Through a solid agent coaching plan, ensure that new agents have a thorough understanding of company policies, customer service techniques, and the company’s products or services.
2. Assign a Mentor or Buddy
Pair new agents with experienced agents to provide support and guidance during onboarding.
3. Set Clear Expectations
Clearly communicate job duties, performance expectations, and goals to new agents to ensure they understand their roles and responsibilities.
4. Foster a Positive Work Environment
Create a supportive and welcoming environment for new agents to encourage their success and longevity with the company.
5. Offer Continuous Support
Continuously provide support and resources to new agents to boost agent performance and help them reach their full potential.
That’s all, folks!
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Convin is an AI-backed contact center software that uses conversation intelligence to record, transcribe, and analyze customer conversations.
