Call Center Management Featured Article
A Call Center Onboarding Crash Course
There’s probably nothing more important when it comes to metrics that determine success in the call center than quality. When a call center delivers consistent and top-level quality it has an impact on all areas of the business. Better quality interactions with customers raise their loyalty and satisfaction levels. It also helps the agents who work in the call center to feel better about their jobs and in turn continue to offer quality services to callers, and more.
The onboarding process should be in line with goals and presented in a way the reflects the business. Here are a few tips:
Push for Retention
The call center has long been an industry plagued by high turnover rates. To combat this “burn and turn” atmosphere, it’s important that onboarding programs are created to carefully welcome new employees who are there for the long run. Pushing for retention requires managers to understand what a role will entail and choose the best candidates for those positions. Hiring the right staff equipped with the skills and the attitude to succeed in a role is critical.
Ease into It
Starting a new job is already a lot for anyone to take on. With getting to know everyone and then assimilating to the role, there are trainings and new policies and procedures to review. Doing too much too fast and be counterproductive. Ease into it instead. There will be less chance for confusion and more time to get new hires up and running with step by step processes properly.
Make the Human Connection
While learning the new rules and processes is certainly important during the onboarding phase there is more to creating a committed employee. The human connection can play a vital role in setting this up for success early on. Give new hires time to meet with key management and coworkers and get to know them and more about the company and different departments. This big picture is empowering. You could also offer them a mentor in the office to show them the ropes and be a resource.
What areas does your call center need to work on when onboarding new staff?
Edited by Maurice Nagle