How call centers improve their employee onboarding program

Julie Pearl Published on June 24, 2014

new-BPO-call-center-employees-team-training-onboarding--call-center-philippines

A look at any leading call center company in the Philippines can prove the impact of proper employee onboarding to the productivity of the workforce and the overall success of the company. Top outsourcing firms are aware that how new hires are welcomed to, educated about, and immersed into the workplace can determine their performance down the line and even length of their stay.

If the onboarding program is well-thought-out and considers the needs and preferences of workers, then the call center can save itself from the detriments of high agent attrition.

The secret is in treating the onboarding process as more than just an aspect of employee orientation. It would be best in the contact center setting that this process should not be a mere phase that agents go through and then suddenly stops. What normally happens is that for weeks or months, they get an overwhelming supply of information, backed with manuals, and before they could even completely absorb the teachings, they are thrown into the production floor on their own, expected to know the ins and outs of the trade and function as a reliable asset of the company.

Onboarding is a gradual, continuous course

new-BPO-call-center-employees-team-training-onboarding--Open-Access-BPO-_-

Call center onboarding should be an ongoing process, not a one-time program. From the moment an employee accepts an offer, a gradual flow of information should start. Begin with the basics such as the company s mission and the brand’s image, and then transition to position-specific information like performance metrics and job expectations.

Other departments in the company should also be involved in the knowledge transfer, with each of them playing a different role in welcoming the new workers. The stakeholders should be there to give an overview about the company, human resources personnel must also be present to let agents know about employee guidelines, while the team leaders or supervisors should be tasked to take care of the operational aspects of the onboarding, and the old team members are directly responsible for helping the newbies adjust to the work culture. All these should be done following a definite timeframe.

Other than these fundamentals, here are more tips for strategizing an effective onboarding program:

1. Let new hires know what to expect

Before they report for the first day, you could give employees a welcome letter that can also serve as an invitation to the onboarding activities that they will be partaking in. Outline the points that they will learn and who will facilitate every session. After their training and orientation, you could continue sending messages to check up on them and allow them to review how much they have absorbed so far.

2. Don’t be overly formal

Programs shouldn’t be classroom lecture-type sessions. Hold relaxed get-togethers or lunch gatherings from time to time to give a more welcoming feel to the new employees.

3. Break down modules into smaller lessons

new-BPO-call-center-employees-team-training-onboarding--Open-Access-BPO-

Dumping loads of information at one time can overwhelm agents and make it harder for them to take in lessons. As such, it’s advisable to break down lectures into smaller sessions. You could also split the time spent on each skill development and alternate it with breaks instead of dedicating one whole month to nonstop training.

4. Use the buddy system

Each new agent could be assigned with a mentor who will answer questions that come with a new position without making the new worker feel like a burden. This mentorship should be formalized by establishing a meeting schedule and should continue until the fresh hire becomes more comfortable with the job and asks fewer questions.

Call center onboarding should ideally have a welcoming mood because it is, after all, done as a way of welcoming new agents into the company. This is the part of employees’ time in the organization that could determine how much they want to stay in the business, so take this opportunity to prove that being part of the company is a worthwhile experience.

OABPO-Julie Author
As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.
Join us on facebook
Open Access BPO 2 days ago
Call centers are melting pots of talent, bringing together individuals from diverse backgrounds and cultures.

While this #diversity fosters #creativity and innovation, it can also lead to misunderstandings and conflicts.

Here's a breakdown of the top 10 culprits behind #CallCenter clashes: https://buff.ly/3ROnIjJ

----------
Connect with an #outsourcing firm that provides great employee training and management programs: https://buff.ly/4cfPAVu

#WeSpeakYourLanguage
#CompanyCulture #EmployeeManagement
Open Access BPO 2 days ago
At Open Access BPO, we believe in fostering a workplace that celebrates #diversity and embraces everyone for who they are. This #PrideMonth, our Davao team kicked off the celebrations with a fantastic party at 199X Coffee + Bar!

The night was filled with love, acceptance, and performances by our LGBTQIA+ teammates and allies, showcasing their talents in a celebration of Pride.

Huge thanks to Open Access BPO Davao for spreading the love and demonstrating our commitment to a workplace where everyone feels valued and empowered to be their authentic selves!

#WeSpeakYourLanguage
#OneWithDiversity #PrideMonth
#Pride2024 #CelebratePride
#UnitedByLove
Open Access BPO 3 days ago
Diversity fuels success, and #InclusiveHiring is the first step!
Discover practical strategies, success stories, and the power of embracing #diversity for better innovation and growth: https://buff.ly/3VEzO17

----------
Our recruitment and training practices are meticulously designed to ensure exceptional #CX: https://buff.ly/3VC9Xqx

#WeSpeakYourLanguage
#DiversityandInclusion
#inclusivity #Diversity
Open Access BPO 4 days ago
๐—” ๐—Ÿ๐—ฒ๐—ด๐—ฎ๐—ฐ๐˜† ๐—ถ๐—ป ๐— ๐—ฎ๐—ฟ๐—ฏ๐—น๐—ฒ: ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—›๐—ผ๐—ป๐—ผ๐—ฟ๐˜€ ๐—”๐—ฝ๐—ผ ๐—ช๐—ต๐—ฎ๐—ป๐—ด-๐—ข๐—ฑ | https://buff.ly/3VA9DbQ

Nestled in the remote mountains of Buscalan lives Apo Whang-Od, the revered Kalinga tattoo artist whose artistry has transcended generations. Recently, Open Access BPO embarked on a special mission to honor this cultural treasure.

More than just ink on skin, Apo Whang-Od's tattoos represent a living tradition, a connection to the past, and a vibrant expression of Filipino heritage. To celebrate her enduring impact, Open Access BPO unveiled a stunning marble bustโ€”a permanent testament to her legacy.

----------
Our leadership team's visit to Buscalan to honor a cultural icon embodies Open Access BPO's commitment to giving back.

Interested in learning more about our values?
Contact us today at https://buff.ly/3RmBJVA

#WeSpeakYourLanguage
Open Access BPO 4 days ago
Ensuring memorable #CustomerExperience by providing high quality #CustomerSupport means two things:
โ€ข brands need to gain a 360-degree view of their customers; and
โ€ข brands need to satisfy a large part, if not all, of their customers' needs.

One of the best ways to do both is to implement a multichannel customer experience management strategy: https://buff.ly/3XjU7lM

----------
Give your customers an unforgettable customer experience with multichannel #CustomerService: https://buff.ly/3XdUrCo

#WeSpeakYourLanguage
#outsourcing #CX
#CustomerSatisfaction #CSat
Open Access BPO 4 days ago
๐—™๐—ผ๐—ฟ๐—ฒ๐—ฐ๐—ฎ๐˜€๐˜๐—ถ๐—ป๐—ด ๐—ฎ๐—ฐ๐—ฐ๐˜‚๐—ฟ๐—ฎ๐—ฐ๐˜† is a valuable metric to determine the challenges your #CustomerSupport team will face.
It allows you to manage your team and distribute the workload accordingly, paving the way for an efficient operational output.

Read: https://buff.ly/45fTyeF

----------
For ops management strategies that ensure high #productivity for optimal 24/7 coverage: https://buff.ly/45mgzML

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO