Top Tips for Onboarding Contact Centre Agents

Calabrio explores the top seven tips to facilitate onboarding of your new contact centre agents that gets your talent up to speed – and avoids slowing your organisation down.

Effective and efficient contact centre agent onboarding isn’t just essential for elevating team performance and increasing customer satisfaction. For today’s organisations, it’s a strategic imperative that’s critical to protecting overall business health.

With annual staff turnover rates hovering between 30% and 45%, contact centres face a constant challenge of training and retaining their new hires.

This revolving door of agents not only disrupts team dynamics but also carries a hefty price tag. According to Call Centre Helper, more than half of contact centres take 6 to 12 weeks to train new agents, resulting in substantial costs, potentially up to $345,600 (around £308,475).

So, how can teams identify and address potentially damaging issues within their agent onboarding processes?

7 Contact Centre Agent Onboarding Tips

To minimise expenses and ensure a seamless transition for new hires, employing the right tools and strategies is essential. Leveraging these agent onboarding tips allows contact centres to streamline their process.

Tip 1- Onboarding Plan

Create a detailed onboarding plan for the initial weeks and months. Schedule meetings with peers and supervisors to ensure the hiring profile is still aligned with the goals of your organisation. Why not consider assigning a ‘buddy’ or an onboarding team to support new hires?

Tip 2 – Structured Training Programmes

Develop a comprehensive training programme covering company policies, software tools, and customer service best practices.

Incorporate varied training methods, including group and one-on-one sessions, and use an integrated learning management system or an in-depth knowledge base. Tailor training to the specific needs of on-site or remote employees.

Tip 3 – Leveraging Technology

Ensure new hires have access to necessary devices and online resources. Use a learning management system with interactive modules and videos to facilitate training. Customise agent desktops for ease of use and appeal to modern learners.

Tip 4 – Real-Time Support and Feedback

Provide real-time support and feedback to help new agents quickly correct mistakes and learn. Use quality management software features to allow supervisors to view agents’ screens in real-time, offering immediate feedback and guidance. These feature can also facilitate peer learning by showcasing top performers’ practices.

Tip 5 – Performance Monitoring

Implement a robust performance monitoring system to track new agents’ progress and identify areas for improvement. Regular check-ins and performance reviews keep agents on track and motivated.

Build a weighted scorecard that encompasses the KPIs your organisation cares about the most and provide visibility for your agents into their trending performance. Transparency and fairness are key pieces in retaining the talent you just hired

Tip 6 – Foster a Collaborative Environment

Reinforce your organisation’s culture and values during onboarding. Encourage a collaborative environment where new agents can learn from experienced team members through peer mentoring and team-based training activities.

Tip 7 – Continuous Improvement and Development

Onboarding should be an ongoing process with continuous training and development opportunities. Use insights from Desktop Analytics to identify ongoing training needs and areas for improvement. Regular check-ins and milestone setting help new hires build the right habits and feel supported.

By leveraging platforms and following these agent onboarding best practices at your contact centre, you can ensure your new agents are well-prepared, confident, and ready to deliver exceptional customer service from day one.