Balto’s Conversation Excellence Lab has published a new report investigating one of the most pivotal points of an agent’s career: new-hire onboarding.
The report, “How to Fix Onboarding, According to 400+ Contact Center Employees,” analyzes how contact center agents, supervisors, managers, and executives view their onboarding processes and their effectiveness. The Conversation Excellence Lab, who led the project through completion, used statistical analysis to identify insightful trends, including:
- Both managers and agents ranked 1-on-1 training as the most effective onboarding tool.
- Leadership often overestimates how much agents remember from onboarding.
- 2 out of 3 agents want to change their onboarding to make it more personalized, thorough, and engaging.
“A lot of attention is put towards agent attrition, but it would benefit companies to take the time to truly investigate how the first few weeks of an agents’ tenure impact their longevity at your company. It’s hard to come back from a painful onboarding, but an empowering, supportive, and efficient onboarding can have an outsized impact and keep your agents on board for the long term,” said Lior Torenberg, Head of the Conversation Excellence Lab.
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“From the first outreach, companies need to let their prospective employees know that they care and set the tone for how they are going to be treated within an organization,” said Donna Fluss, founder and president of DMG Consulting. “It’s essential to provide a consistently positive, but realistic, message to employees from the first touchpoint, to on-boarding, during training, and throughout the employee’s entire relationship with the company.”
The report is available from the Conversation Excellence Lab for free. Coinciding with the release of the report, members of the Conversation Excellence Lab will discuss the findings in more detail in a webinar on Thursday, November 3rd at 1 PM CT.
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The report is the latest in a series of industry-leading insights sponsored by Balto, the leader in uniting contact center agents with AI for better conversations.
