Building on our previous discussion in “A New Talent Acquisition Strategy: Virtual Interviewing,” recruiting the right contact center agents for remote work is the first step towards strong retention. In this second part of the series, we’ll explore why onboarding is just as crucial to agent retention and how a strategic approach can significantly enhance the experience for remote agents.
The Importance of Strategic Onboarding
Onboarding is more than a basic orientation; it’s a strategic process that integrates new employees into the organization and equips them to become productive contributors. Effective onboarding optimizes costs, improves retention, boosts company performance, and increases employee engagement—key goals that are even more challenging with remote agents.
Strategic onboarding for remote agents doesn’t replace traditional methods but enhances them, taking onboarding virtual. It’s about creating an engaging, supportive experience from day one using technology, communication, and engagement.
Leveraging Technology for a Seamless Onboarding Experience
Technology is the backbone of successful remote onboarding. New hires often face a mountain of paperwork, but this can be streamlined with a cloud-based human resources information system (HRIS). Automating routine, time-consuming tasks allows agents to complete essential paperwork before their start date, eliminating the first-day overwhelm and getting them engaged right from the get-go.
Managers should also connect with new hires before their official start date via a welcome video call. This helps establish a connection, introduce the company’s culture and values, and walk the new hire through what to expect during their first 30 days. This pre-start engagement makes the agent feel prepared and excited for their new role.
Making the First Day Memorable
The first day sets the tone for an agent’s entire career with the organization. To make it memorable, start with a group video call to introduce the new hire to the team and their designated navigator—a team leader who will support them for the first six weeks. During this meeting, new agents receive an introduction to the organization’s playbook and training calendar and are ensured they have all the essentials for remote work, including log-ins and access to necessary tools.
Personalizing Development for Higher Engagement
Beyond the basics, what truly engages and retains agents is continuous learning and growth. A comprehensive, customized development plan should be created for each new agent as part of the onboarding process. This plan, developed collaboratively between the agent and supervisor, should focus on enhancing existing skills, closing knowledge gaps, and leveraging individual strengths and interests to benefit the contact center.
Gathering Feedback Through Satisfaction Surveys
To continuously improve the onboarding process, implement an employee satisfaction survey after the agent’s first 60 or 90 days. This survey serves multiple purposes:
It gauges the engagement level among new hires and helps prevent early attrition.
It provides critical insights and recommendations for improving the onboarding process.
It shows new employees that their opinions are valued and that the organization is committed to acting on feedback, fostering a sense of belonging and ownership.
The Role of Communication in Engagement
Successful engagement hinges on solid communication. Regular real-time feedback and check-ins keep employees connected and aligned with organizational goals. Managers should express compassion and empathy, showing agents that their well-being matters—because when agents feel supported, they can better support customers.
Conclusion
Strategic onboarding for remote agents is about more than just ticking boxes; it’s about creating an immersive, engaging experience that sets agents up for success from the very first interaction. By leveraging technology, personalized development plans, and continuous feedback, organizations can foster a culture of engagement that not only retains talent but also drives performance. Stay tuned for the final part of this series, where we’ll explore ongoing engagement strategies to ensure long-term retention.
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Originally posted January 7, 2021 on No Jitter: https://www.nojitter.com/employee-experience/performance-based-scheduling-expectations-impacts-outcomes