Employee onboarding

Employee Onboarding

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Employee onboarding

A well trained call center workforce is not only a happier one, but also one that is more productive.  When reps know what to do and how to do it, the feel more confident and empowered.  This translates into better customer interactions and a lower rate of call backs.

One way to start reps on the right training path is by having them go through a formal new hire class that covers topics such as:

• Company mission, history, and current strategy

• Procedures and policies

• Technology (for day to day use)

• Performance expectations

• Company offers (products & services)

• Organizational structure and the rep's place in it.

Although training does have a cost  in terms of "unproductive" time away from the phone, it does provide a high ROI.  

To illustrate the point, let's compare two new employees and the training methodology used to indoctrinate them into a call center operation.

The first employee could learn via on-the-job training (OJT), while the other could attend a well structured class covering various job tasks. 

The first employee would probably appear to be more productive at first as he/she would be performing the job requirements from day one.  However, in the long run, the person who attended the formal class would be much more productive.  The reason is that on-the-job training is usually done with minimal supervision by people whose own performance is affected by having to divert attention to a new trainee.  In addition, there is a cost associated with having people learn by making mistakes with real customers.

A person trained in a classroom setting would still be prone to making mistakes at the beginning, but those mistakes would ideally be significantly less than for a person trained exclusively with OJT. 

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REFERENCE: CARTOON # 62