NEW HIRES
BY TIFFANY N. HARRIS
ILLUSTRATION PROVIDED BY ADOBE STOCK
HOW TO BUILD AN AMAZING ONBOARDING EXPERIENCE
WHY IT CAN HELP YOU RETAIN YOUR STARS!
Making sure new employees have the best possible onboarding experience isn ' t just nice: it ' s crucial for keeping great people! A solid plan for onboarding, training, and development is your blueprint for retention. It helps to create the foundation and framework for customer and, by extension, business success.
BUILDING BLOCKS FOR SUCCESS
Here are the building blocks that your blueprint should contain.
• Modular Magic: Break down training into different modules. This helps new hires successfully learn everything they need to support your customers or members effectively.
22 CONTACT CENTER PIPELINE
• Soft Skills Shine: Dedicate one-two days specifically to soft skills. This training should dive into how much your organization values its customers and the standard of care everyone should provide. Make it interactive with role-playing and plenty of practice time built right in! Strong soft skills are key to building brand loyalty.
• Process Power-Up: Plan for twothree weeks of classroom training focused on processes and procedures. The goal is to give your customer service team detailed information, handy reference guides, and access to an easy-to-navigate portal containing all process details. They need helpful info right at their fingertips!
• Guideline Gurus: By the end of the initial training, every new hire should clearly understand and be ready to follow company guidelines to effectively serve your members or customers.
A SOLID PLAN FOR ONBOARDING, TRAINING, AND DEVELOPMENT IS YOUR BLUEPRINT FOR RETENTION.