Knowledge - Insights: White Papers

Successful Employee Onboarding For Contact Centres

Employee inductions at contact centres can cover organisation structure, HR procedures, health and safety, equipment overviews, job requirements, training and development programmes, meetings with colleagues and more.

New starters can’t be expected to remember all of that in one go, though – our brains simply aren’t geared up for it. But, it’s important.

Successful onboarding significantly improves employee morale, performance and retention on the call floor, all of which have a positive effect on your organisation’s bottom line. Despite that, contact centre onboarding processes typically take a traditional, classroom-based approach to learning, with information given to new starters in big chunks. This is down to time and cost pressures, of course, but it’s counterintuitive because it costs more time and money in the long run through a lack of effectiveness and efficiency.

But how can we make sure the onboarding we deliver is effective? And what makes it effective?

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Successful Employee Onboarding For Contact Centres

 

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