Agent Onboarding

What is agent onboarding?

Agent onboarding is the process of providing new customer service agents with the knowledge, skills, and tools they need to handle customer issues. The agent onboarding process aims to accelerate new agents’ time-to-productivity so that they can positively contribute to the customer experience and organizational revenue growth sooner. 

Example: Our company’s agent onboarding program guides new agents through real-world scenarios to give them applicable skills before they take actual customer calls. 

Why is agent onboarding important?

Well-prepared contact center agents are better equipped to handle even the most difficult customer interactions. Enhanced agent onboarding processes help agents reach full productivity faster, leading to increased customer satisfaction and operational efficiency. 

If onboarding can properly support agents, the need for additional training—and additional costs—is reduced. Fully prepared agents are less likely to become frustrated, reducing chances of costly employee turnover and effectively producing a more consistent customer experience. 

Agent onboarding process best practices

Effective agent onboarding starts with an engaging preboarding process—the time between contract signing and their starting date. Preboarding can include informing new agents of company policies, introducing team members, and previewing onboarding schedules. This sets the stage for a robust onboarding process. 

Keep onboarding relevant and engaging, focusing on real-world application alongside both technical skills—like customer relationship management (CRM) training—and soft skills training. Consistent mentorship and support is paramount. Consider pairing new agents with veteran agents during this time to facilitate a smoother transition. 

Lastly, find a balance between rushing new agents to the floor and overwhelming them with information. Embed learning into their daily workflow as you gradually increase their responsibilities, and encourage regular feedback on the training process.