Onboarding Process: Customer Service Agent
Customer Service Agent Onboarding
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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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