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Onboarding Process: Customer Service Agent

Customer Service Agent Onboarding

• DOCUMENTS & SET UP

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• Set up agent software tools and communication

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• Contract agreement

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• W-9 or W-2

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• Welcome packet and orientation packet

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• Company culture documents (include professional ethics and the code of conduct)

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• Compensation and benefits documents

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• Job description and responsibilities

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• New hire training manual

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• New hire introduction to other employees

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• CUSTOMER SERVICE TRAINING

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• CUSTOMER SERVICE SOFTWARE (Set up training on customer service software tools and communication)

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• TEAM TRAINING (Partner with another agent to assist with training)

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• PRODUCT KNOWLEDGE (Set up training and overview of company product, service, etc)

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• CUSTOMER SERVICE SOFTWARE (Walk agent through customer service software)

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• TRAINING MATERIALS (Walk agent through training manual (or videos))

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• CUSTOMER SERVICE APPROACH (Set up practice customer service examples including problem solving skills, creativity, resourcefulness, empathy, etc)

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• CUSTOMER SERVICE SCRIPTS (Walk agent through customer service scripts)

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• CUSTOMER SITUATIONS (Walk agent through call stages and how to approach customer situations)

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• BEST PRACTICES Walk agent through the dos and don't with customers

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• CRISIS MANAGEMENT/CONFLICT RESOLUTION (Walk agent through crisis management training and conflict resolution exercises (what to do and not to do))

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• CUSTOMER SERVICE PHONE TRAINING (tone, speak clearly and slowly, etc)

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• CONTINUED TRAINING

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• AGENT TEST RUN (partner will assist with calls/emails)

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• FEEDBACK (things to review/work on)

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• ADDITIONAL TRAINING (additional assignments, test runs, etc)

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• CUSTOMER SERVICE GAMES (practice scenarios)

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• PRAISE (positive feedback/boost confidence)

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• QUESTIONS AND CONCERNS (let new agent give feedback or ask questions)

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• SET PERFORMANCE GOALS

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• CHECKINS (one month, three month, six month)

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• EMPLOYEE REVIEW AND QUESTIONNAIRE (give agent onboarding survey)

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