What call centers need to know about onboarding

OABPO Blog Team Published on June 16, 2014

Call-center-company-Philippines--Open-Access-BPO
New hires want more than just enticing freebies to stay loyal and stay longer in the company. For those involved in the call center business, particularly in top outsourcing destinations like the Philippines, managers should directly participate in the orientation of new agents.

Employee attrition is not a new issue in the call center outsourcing business, be it in the Philippines or any popular outsourcing destination there is. In fact, this is a major challenge that many contact centers face and try to address through employee retention programs.

An Open Access BPO study on call center turnover and attrition even revealed that agents hold their position for a mere average of one year, and a large portion quits within the first six months of work. This leads to a conclusion that among the reasons behind the frequent instances of attrition is weak onboarding practices.

What is onboarding?

Call-center-company-Philippines--Open-Access-BPO--

Also known as organizational socialization, onboarding is the process that new hires go through to acquire the skills they need to know for their job and adapt to the culture of the workplace. This transition phase usually lasts for a week or a month, depending on the amount of knowledge that mentors need to transfer to the newbies. Onboarding is done to boost the job satisfaction, performance, and commitment of employees.

Typical onboarding strategies make use of lectures, meetings, reference materials, and even perks like free meals and gadgets. A study by BambooHR, however, revealed that these may not be enough to keep the newcomers engaged or even stay loyal to their new employers. Here are some of the report’s highlights:

What new hires consider the most important during the orientation

•     On-the-job training (76%)

•     Review of company policies (73%)

•     Company tour, equipment and setup procedures (59%)

•     Having a buddy or mentor (56%)

Call-center-company-Philippines--Open-Access-BPO---

Who should orient new hires

•     Management (33.23%)

•     HR (27.96%)

•     The department where they belong (26.57%)

•     Trainer (22.99)

•     Colleagues (21.99%)

•     Assigned mentor (19.3%)

•     Other (2.59%)

Why new hires quit early

•     They realize that the type of work does not suit them (28%)

•     The job is different from what they expected (26%)

•     They don t like their boss (23%)

What every call center company in the Philippine should work on

Call-center-company-Philippines--Open-Access-BPO----

Philippine call centers, being the leader in providing outsourced voice services, should take note of the needs of their agents and the resources available in their firm.

Since the vast majority of newly hired employees voiced the need for on-the-job training and company policy reviews, contact centers must improve their training and make their employee handbook “organized, relevant and well-timed,” as how the BambooHR survey respondent put it. A one-on-one coaching strategy could also bring better results than group sessions, as new hires expressed the need for someone well-experienced in the workplace to throw questions at. Furthermore, the management should show more involvement in the onboarding and not leave the process to the HR alone.

Knowing what employees want, whether they’re seasoned or newly hired, will help companies strengthen their workforce and avoid the suffering the consequences of having poor onboarding activities. Know what those consequences are in our next call center onboarding post.

Join us on facebook
Open Access BPO 7 days ago
Every page of Philippine history tells a story of determination, sacrifice, and the relentless pursuit of liberty.

This Philippine Independence Day, let's take a moment to appreciate the heroes and everyday Filipinos who shaped this nation's journey.
Their legacy reminds us that true freedom is a continuous path of growth and unity.

From our operations across the Philippines, Open Access BPO stands in solidarity with the celebrations of this important day.

#WeSpeakYourLanguage
#PHIndependenceDay2025 #ArawNgKalayaan
#Kalayaan2025 #OABPOholidays
Open Access BPO 9 days ago
#ICYMI: 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗗𝗼𝘂𝗯𝗹𝗲𝘀 𝗗𝗼𝘄𝗻 𝗼𝗻 𝗮 𝗚𝗿𝗲𝗲𝗻𝗲𝗿 𝗙𝘂𝘁𝘂𝗿𝗲 𝘄𝗶𝘁𝗵 𝗧𝗿𝗲𝗲-𝗣𝗹𝗮𝗻𝘁𝗶𝗻𝗴 𝗜𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲𝘀

Open Access BPO recently took significant steps towards a greener future.
We're proud to share that our team doubled down on environmental commitment through its 𝑃𝑙𝑎𝑛𝑡 𝐼𝑡 𝐹𝑜𝑟𝑤𝑎𝑟𝑑 tree-planting initiatives.

This effort reflects our dedication to sustainability and giving back to the planet.

See how we're making a difference here: https://buff.ly/eVvlVEr

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO 9 days ago
Connecting with customers goes far beyond just speaking their language.

True understanding comes from a deep appreciation of their culture. That's what creates a genuinely authentic #CustomerExperience for everyone, no matter their background.

Find out more: https://buff.ly/1vvXwZK

----------
Create meaningful experiences for your customers with a trusted #CustomerSupport expert: https://buff.ly/QAdtZXK

#WeSpeakYourLanguage
#CX #CustomerService
Open Access BPO 10 days ago
𝗖𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 boosts your brands' #SocialMedia presence by:
• Protecting your reputation & credibility
• Creating a safe & positive community for your users
• Encouraging user engagement
• Addressing customer concerns

Now, discover the untold stories of content moderators, their challenges, and the impact they have on our online experiences.

Read our blog now: https://buff.ly/13Fvy03

----------
Let's build a #ContentModeration program that'll address your operational needs, goals, and targeted growth: https://buff.ly/QAdtZXK

#WeSpeakYourLanguage
#ContentModeration
#BackOfficeSupport
Open Access BPO 10 days ago
Multilingual #CallCenters commonly offer accent training to their #CustomerService teams.

But the big question is: does accent actually affect #CustomerExperience?

Join us as we explore this topic here: https://buff.ly/JiZPEJD

——————————
Partner with an #outsourcing firm that finds a way to leverage accents and multilingualism to deliver excellent #CX.

Outsource your business needs to Open Access BPO's expert team, supporting over 30 languages.

Contact us today.
Let's start planning your ops: https://buff.ly/QAdtZXK

#WeSpeakYourLanguage
#CustomerSupport #CSat
#CustomerSatisfaction
#OutsourcingCX
Open Access BPO 12 days ago
To improve your customer relationships, start by understanding what shapes their expectations.

This crucial first step helps you proactively meet their needs and build lasting loyalty.
By recognizing these influences, you can tailor your approach and consistently exceed what your customers anticipate.

Here are 7 things that can guide you: https://buff.ly/472hYqD

——————————
Strengthen customer connections with our trusted #CX services.

Let's explore how we can support your goals together: https://buff.ly/QAdtZXK

#WeSpeakYourLanguage
#CustomerExperience #CustomerSupport
#OutsourcingCallCenter #CX #CSat