Onboarding Process: Customer Service Agent

It's important that each one of your customers has a personalized and unique experience. That's why your customer service needs to be the best. Follow these processes to ensure your new customer service agent(s) has/have a great onboarding experience.

Customer Service Agent Onboarding 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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