{"id":1773,"date":"2015-12-01T23:17:15","date_gmt":"2015-12-01T23:17:15","guid":{"rendered":"https:\/\/www.process.st\/templates\/call-center-employee-onboarding-checklist\/"},"modified":"2024-02-28T15:12:20","modified_gmt":"2024-02-28T15:12:20","slug":"call-center-employee-onboarding-checklist","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/call-center-employee-onboarding-checklist\/","title":{"rendered":"Call Center Onboarding Checklist"},"content":{"rendered":"<section id=\"introduction\">\n<h2>Introduction:<\/h2>\n<div class=\"text-content\">\n<p>Employee onboarding is a process new hires go through when beginning their career in a company. This process takes time and can\u2019t be completed in a few days, especially when looking at call center employees. Proper training is incredibly valuable and can\u2019t be overdone during the onboarding process.&nbsp;<\/p>\n<p>Good onboarding practices can<a href=\"https:\/\/www.icmi.com\/resources\/2009\/call-center-onboarding-programs-raise-agent-engagement-retention-and-performance\" rel=\"nofollow noopener\" target=\"_blank\"> improve your employee retention<\/a> by as much as one quarter. Meaning, you can save time and money by effectively training new hires. That\u2019s where an effective onboarding process comes in!&nbsp;&nbsp;<\/p>\n<p>In this checklist, you\u2019ll find a process designed to ensure you\u2019re introducing the necessary equipment, policies, practices, and information to your new call center hires in the most effective way possible. The goal is to get the most out of your call center employee onboarding without these employees feeling overwhelmed.&nbsp;<\/p>\n<p>So, let's run through this call center employee onboarding workflow with your new hire. <\/p>\n<\/p><\/div>\n<div class=\"image-content\">\n<figure> <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/mHA0C73QzFTqf9gRjTxMHw.png\" alt=\"Introduction:\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/mHA0C73QzFTqf9gRjTxMHw.png\"> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<\/section>\n<section id=\"before-the-first-day\">\n<h2>Before the first day:<\/h2>\n<div class=\"text-content\">\n<p>Learn more about employee onboarding with Process Street.<\/p>\n<\/p><\/div>\n<div class=\"video-content\">\n<div class=\"iframe-container\"> <iframe src=\"https:\/\/www.youtube.com\/embed\/Ow0086yLROw?modestbranding=1&amp;showinfo=0\" frameborder=\"0\" allowfullscreen=\"true\"> <\/iframe>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"collect-basic-information\">\n<h2>Collect basic information<\/h2>\n<div class=\"text-content\">\n<p>Before the onboarding process can begin, you\u2019re required to prepare any necessary paperwork and information before your new hire\u2019s first day.<\/p>\n<p>You can start preparing this paperwork by <strong>recording the following information in the form field below:&nbsp;<\/strong><\/p>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Employee first name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Employee last name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> Start date <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\"> <label> How would they like to be contacted? <\/label> <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> If other, please specify <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\"> <label> Do you have an employee handbook? <\/label> <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"prepare-paperwork\">\n<h2>Prepare paperwork<\/h2>\n<div class=\"text-content\">\n<p>When hiring a new employee you need to remember the basics - all forms must be intact and passed on to the HR department. Save copies of these vital forms using the form fields below.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"file-field-content form-field-content\">\n<div class=\"form-group\"> <label> W-4 form <\/label> <\/p>\n<div class=\"file-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-upload btn-icon\"><\/i> File will be uploaded here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"file-field-content form-field-content\">\n<div class=\"form-group\"> <label> I-9 form <\/label> <\/p>\n<div class=\"file-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-upload btn-icon\"><\/i> File will be uploaded here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"file-field-content form-field-content\">\n<div class=\"form-group\"> <label> Intellectual property and assignment agreement <\/label> <\/p>\n<div class=\"file-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-upload btn-icon\"><\/i> File will be uploaded here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"file-field-content form-field-content\">\n<div class=\"form-group\"> <label> Non-disclosure agreement <\/label> <\/p>\n<div class=\"file-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-upload btn-icon\"><\/i> File will be uploaded here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>If you require some<strong> examples<\/strong> of the necessary forms, <strong>see below<\/strong>.<\/p>\n<ol>\n<li>Intellectual property and assignment agreement (<a href=\"https:\/\/www.docracy.com\/6480\/short-ip-assignment-agreement-for-internet-startup\" rel=\"nofollow noopener\" target=\"_blank\">Customizable example<\/a>)<\/li>\n<li>Non-Disclosure agreement (<a href=\"https:\/\/www.docracy.com\/0fj9jsndtwt\/nda\" rel=\"nofollow noopener\" target=\"_blank\">Customizable example<\/a>)<\/li>\n<\/ol>\n<p>Using the Members form field below, assign the employee who will approve the employee's paperwork. This is typically the HR manager.&nbsp;<\/p>\n<p class=\"style-info\">You can also edit what paperwork you want to upload during this onboarding process by adding the workflow to your library and clicking '<a href=\"https:\/\/www.process.st\/help\/docs\/editing-workflows\/\" rel=\"nofollow noopener\" target=\"_blank\">Edit<\/a>.'&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"approval\">\n<h2>Approval: <\/h2>\n<div class=\"approval-content\">\n<div class=\"header\">\n<div class=\"list-title\">\n    Will be submitted for approval:\n   <\/div>\n<\/p><\/div>\n<div class=\"approval-rule-subject-tasks-list\">\n<ul class=\"list\">\n<li>\n<div class=\"approval-rule-subject-tasks-list-item\">\n<div class=\"item\">\n<div class=\"container\"> <span class=\"title\">Prepare paperwork<\/span> <\/p>\n<div class=\"body\">\n         Will be submitted\n        <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/li>\n<\/ul><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"create-a-company-email-for-the-employee\">\n<h2>Create a company email for the employee<\/h2>\n<div class=\"text-content\">\n<p>Great! Now that you\u2019ve completed the employee paperwork, you can go ahead and create a company email for your new hire.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>Send them the login details to their personal email address by sending this email:<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Login details <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"send-a-welcome-email\">\n<h2>Send a welcome email<\/h2>\n<div class=\"text-content\">\n<p>You want to make your new hire feel welcome before their start date. Sending a welcome email helps achieve this while also keeping their attention and preventing them from being a no-show on their first day.<\/p>\n<p>Here's an example welcome email you can send to your new hire after you've created their company email:&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"inform-existing-employees\">\n<h2>Inform existing employees<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\"><strong>\u26a1\ufe0f You could automate this step by setting up an<\/strong> <strong><a href=\"https:\/\/www.process.st\/help\/docs\/slack\/\" rel=\"nofollow noopener\" target=\"_blank\">integration with Slack&nbsp;<\/a><\/strong><\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>You should let the rest of your team know that a new teammate will be arriving shortly. Sending an email is a great way to ensure they know to welcome a new face to the team.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>Add the recipients who should be informed about this new hire's arrival. These recipients should be added in the 'Cc' section of this email widget.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"conditional-provide-an-employee-handbook\">\n<h2>[CONDITIONAL] Provide an employee handbook<\/h2>\n<div class=\"text-content\">\n<p>An employee handbook is an excellent way to help your new hire understand your company culture and the relevant information for their role. If you have a handbook, you can include it into Pages and provide the link in this workflow to help provide the new employee with easy access.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"conditional-read-the-employee-handbook\">\n<h2>[CONDITIONAL] Read the employee handbook<\/h2>\n<div class=\"text-content\">\n<p>The employee should be assigned to this task where they can tick off the subtasks once they have completed reading through the necessary sections shown below:&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Introducing the company history\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       2\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Explaining the time off policy\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       3\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Discussing employee behavior\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       4\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Define pay and promotions\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       5\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Inform about benefit\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<\/section>\n<section id=\"during-the-first-week\">\n<h2>During the first week:<\/h2>\n<div class=\"text-content\">\n<p>This should be completed by the end of the new hire\u2019s first week<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"schedule-the-introductory-session\">\n<h2>Schedule the introductory session<\/h2>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> Introductory session date <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p><a href=\"http:\/\/www.tmcnet.com\/channels\/call-center-on-demand\/articles\/391376-robust-onboarding-process-the-call-center-set-agents.htm\" rel=\"nofollow noopener\" target=\"_blank\">Five9<\/a> recommends you to follow this process for an introductory session that will make new hires feel at home. Make sure you follow the process by checking off the subtasks as you go along:&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Greet new agents with name tags\/place cards\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       2\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Present a fun gift that reinforces your company culture\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       3\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Describe your contact center\u2019s vision, mission, and passion\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       4\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Explain the importance of the new agent\u2019s role\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       5\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Pair your employee up with an experienced buddy\/sponsor\/mentor\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       6\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Get an executive to welcome new arrivals\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       7\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Make sure everyone has a buddy or fellow new-hire to chat with at lunch\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"text-content\">\n<p>The goal of the introduction session is to introduce everyone and create an awesome environment.<\/p>\n<p>When this is done, they should feel ready to get on with their first assignments.<\/p>\n<p>(Source: <a href=\"http:\/\/smallbusiness.chron.com\/standard-employee-turnover-call-center-industry-36185.html\" rel=\"nofollow noopener\" target=\"_blank\">smallbusiness.chron.com<\/a> &amp; <a href=\"http:\/\/www.tmcnet.com\/channels\/call-center-on-demand\/articles\/391376-robust-onboarding-process-the-call-center-set-agents.htm\" rel=\"nofollow noopener\" target=\"_blank\">tmcnet.com<\/a>)<\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-info\">Remember that you can make changes to this subtasks list by adding the workflow to your library and selecting the '<a href=\"https:\/\/www.process.st\/help\/docs\/editing-workflows\/\" rel=\"nofollow noopener\" target=\"_blank\">Edit<\/a>' button.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"provide-access-to-recorded-calls-for-training\">\n<h2>Provide access to recorded calls for training<\/h2>\n<div class=\"text-content\">\n<p>One of the most effective ways for call center employees to get well-acquainted with their new role is to listen to previous customer calls. This allows them to get a feel of what they will eventually be doing.<\/p>\n<p>That\u2019s why a great task to assign to your new hire is listening to 10 hours of recorded customer calls for training purposes.<\/p>\n<p>After giving this task, you should also ask the new hire to document possible important bits of information and take notes. This can also work as a way to check their progress.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"record-the-new-hires-performance\">\n<h2>Record the new hire's performance<\/h2>\n<div class=\"text-content\">\n<p>Once your new hire has completed this task, you should schedule a meeting with them to see how they found the assignment. From here, you can record their progress and take note of their performance.&nbsp;<\/p>\n<p>During this meeting, you can find out:&nbsp;<\/p>\n<ul>\n<li>How did they find this task?&nbsp;<\/li>\n<li>Did they have any challenges?<\/li>\n<li>What was the part of this task they enjoyed the most?&nbsp;<\/li>\n<li>What did they learn?&nbsp;<\/li>\n<li>Where do they believe they can improve?&nbsp;<\/li>\n<\/ul><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> New hire performance meeting date <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Feedback on the new hire's performance <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"approval-2\">\n<h2>Approval: <\/h2>\n<div class=\"approval-content\">\n<div class=\"header\">\n<div class=\"list-title\">\n    Will be submitted for approval:\n   <\/div>\n<\/p><\/div>\n<div class=\"approval-rule-subject-tasks-list\">\n<ul class=\"list\">\n<li>\n<div class=\"approval-rule-subject-tasks-list-item\">\n<div class=\"item\">\n<div class=\"container\"> <span class=\"title\">Record the new hire's performance<\/span> <\/p>\n<div class=\"body\">\n         Will be submitted\n        <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/li>\n<\/ul><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"assign-a-mentor\">\n<h2>Assign a mentor<\/h2>\n<div class=\"text-content\">\n<p>Now that the first task is out the way and the new hire has gotten a taste of what to expect in their new role, assigning a mentor would be an excellent step. According to <a href=\"http:\/\/www.icmi.com\/Resources\/People-Management\/2009\/10\/Call-Center-Onboarding-Programs-Raise-Agent-Engagement-Retention-and-Performance\" rel=\"nofollow noopener\" target=\"_blank\">ICMI<\/a>:<\/p>\n<p>This provides them with the opportunity to report to buddy to ask for help, which is generally more accessible than approaching a line manager.<\/p>\n<p>It\u2019s sometimes best to assign an employee who has recently undergone the onboarding process themselves, as they can provide greater insight into what to expect.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"schedule-an-endofweek-checkin-meeting\">\n<h2>Schedule an end-of-week check-in meeting<\/h2>\n<div class=\"text-content\">\n<p>At the end of the first week, you shouldn't expect too much from your new hire. Meet to discuss progress with milestones, how they feel they're getting to grips with the company procedure and how they are finding the job so far.<\/p>\n<p>After this, you can introduce them to their mentor and discuss what role this mentor will be playing in their onboarding process.&nbsp;<\/p>\n<p>It is recommended to train employees bit-by-bit for around two months before giving them a seat on the phone floor with everyone else. Avoid flooding new hires with information. Just put them to the test and report on their progress. Make sure to be clear about what they did well and what needs improving.<\/p>\n<p>Set another group of milestones for next week according to how this week went. Schedule the meeting using <strong>Google Calendar<\/strong>.<\/p>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> End-of-week check-in meeting date <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"during-the-first-month\">\n<h2>During the first month:<\/h2>\n<div class=\"text-content\">\n<p>Tasks should be completed within the employee\u2019s first month.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"discuss-role-goals-and-projects-with-mentor\">\n<h2>Discuss role, goals and projects with mentor<\/h2>\n<div class=\"text-content\">\n<p>During the training period, your new employee should work closely with their mentor. Their mentor ensures the new employee is oriented in the organization, policies, facilities and more.&nbsp;<\/p>\n<p>To ensure this process goes well, you should discuss the new employee's role with their mentor. Discuss the goals you have set for the new hire and think of appropriate projects that would be beneficial for the training period. Note all of these in the appropriate form fields below.<\/p>\n<p>(Source: <a href=\"http:\/\/managementhelp.org\/supervision\/roles.htm#anchor234351\" rel=\"nofollow noopener\" target=\"_blank\">managementhelp.org<\/a>)<\/p>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> New employee's role <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Goals for the new employee <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>Possible projects for the new hire<\/p>\n<\/p><\/div>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Shadow work with mentor\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       2\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Reading help articles\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       3\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Learning about company processes\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       4\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Conducting test calls\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<\/section>\n<section id=\"start-transition-to-the-phone-floor\">\n<h2>Start transition to the phone floor<\/h2>\n<div class=\"text-content\">\n<p>With the help of your employee's mentor, the new hire can start getting more comfortable working on the phone floor. The calls taken during this period should be undemanding and basic, purely for instructional purposes. A great part of mentoring is that the mentor can give feedback straight after the call session.<\/p>\n<p>The transition from incubation (unimportant calls) to the phone floor (final working place) should be gradual and happen with constant supervision. This process can take between one to two months, so you shouldn\u2019t rush your new hire. Start with one hour each day on the phone floor.&nbsp;<\/p>\n<p><a href=\"http:\/\/elearningindustry.com\/4-secret-tips-gamifying-call-center-onboarding\" rel=\"nofollow noopener\" target=\"_blank\">eLearning Industry<\/a> recommends placing employees in less complex and demanding customer service channels. Tasks might include responding to clients via email or social networks where there are no immediate responses to deal with. This gives them the time they need to gain knowledge and experience before answering calls or dealing with technical problems.<\/p>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> First phone floor session <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"fill-out-the-employee-survey\">\n<h2>Fill out the employee survey<\/h2>\n<div class=\"text-content\">\n<p>We strive to offer an enjoyable employee onboarding experience, which is why your opinion matters to us. Please fill out this survey to help us ensure we're providing the best experience possible.&nbsp;&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\"> <label> Was your first impression positive or negative? <\/label> <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> What made it positive or negative? <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\"> <label> Did you feel supported throughout your onboarding experience? <\/label> <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\"> <label> Do you have any suggestions to make this process better? <\/label> <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> If yes, what would you suggest? <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"record-new-hires-progress-on-the-phone-floor\">\n<h2>Record new hire's progress on the phone floor<\/h2>\n<div class=\"text-content\">\n<p>At this point in the onboarding process, your new hire should have the ability to conduct their work with limited supervision. They should be working independently on the phone floor and should have the capability to handle tasks needing immediate responses.&nbsp;<\/p>\n<p>You should detail:&nbsp;<\/p>\n<ul>\n<li>If there are any issues<\/li>\n<li>How the new hire handles work under pressure<\/li>\n<li>If they are knowledgeable in what they are talking about on calls<\/li>\n<li>If any additional training is required&nbsp;<\/li>\n<\/ul><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> New hire phone floor performance <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"maintain-contact-with-the-new-hire\">\n<h2>Maintain contact with the new hire<\/h2>\n<div class=\"text-content\">\n<p>Make it clear that you're always ready to help them and arrange any extra training if they need it, and keep track of their progress towards new milestones.<\/p>\n<p>Regardless if there are any issues or not, a recurring meeting should be scheduled to touch base with the new hire and get a clear understanding of where they stand in the onboarding process.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> Recurring meeting date <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>During the initial meeting of your recurring 1:1's, you should discuss what day and time would work best to have these recurring meetings, check if the new hire has encountered any issues (and if these have been addressed), what should be done to ensure these issues are being resolved, and any other topics you deem relevant.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"the-rest-of-the-90-days\">\n<h2>The rest of the 90 days:<\/h2>\n<div class=\"text-content\">\n<p>Tasks should be completed within the employee\u2019s first 90 days of employment.&nbsp;&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"review-progress\">\n<h2>Review progress<\/h2>\n<div class=\"text-content\">\n<p>Call center employee onboarding should last 90 days. This gives the new hire time to settle in, to realize anything that might be a problem, and to solve it with their mentor or manager.&nbsp;<\/p>\n<p>As you reach the end of the onboarding process you should be conducting weekly progress reviews with your new employees and checking they are settling in well.<\/p>\n<p>Start to work in the idea of long-term goals as you get closer to moving the new hire to the phone floor.<\/p>\n<p>Make sure to write down how well the employee has progressed or not. Your review findings will be approved by the line manager in the next task.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> How well has the employee progressed? <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"approval-3\">\n<h2>Approval: <\/h2>\n<div class=\"approval-content\">\n<div class=\"header\">\n<div class=\"list-title\">\n    Will be submitted for approval:\n   <\/div>\n<\/p><\/div>\n<div class=\"approval-rule-subject-tasks-list\">\n<ul class=\"list\">\n<li>\n<div class=\"approval-rule-subject-tasks-list-item\">\n<div class=\"item\">\n<div class=\"container\"> <span class=\"title\">Review progress<\/span> <\/p>\n<div class=\"body\">\n         Will be submitted\n        <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/li>\n<\/ul><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"set-longterm-goals\">\n<h2>Set long-term goals<\/h2>\n<div class=\"text-content\">\n<p>Based on the employee's ability to reach milestones you have set in the past, formulate some long-term goals you would like them to work towards.<\/p>\n<p>This is something you can assess during each weekly progress meeting but monitor more infrequently after the settling-in process is over.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> New hire's long-term goals <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"explain-future-plans\">\n<h2>Explain future plans<\/h2>\n<div class=\"text-content\">\n<p>During your final weekly progress review after 90 days with the employee, you should explain what the structure will be in the future.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      When team meetings will be\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       2\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      How often you are going to be checking in\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       3\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Whether you have an open door policy\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       4\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      How you handle issues your employee would like to discuss\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<\/section>\n<section id=\"sources\">\n<h2>Sources:<\/h2>\n<div class=\"text-content\">\n<ul>\n<li><a href=\"inc.com\" rel=\"nofollow noopener\" target=\"_blank\">Inc<\/a>. - <a href=\"http:\/\/www.inc.com\/guides\/2010\/06\/what-to-include-in-employee-handbook.html\" rel=\"nofollow noopener\" target=\"_blank\">What to Include In an Employee Handbook<\/a><\/li>\n<li>Russell Huebsch - <a href=\"http:\/\/smallbusiness.chron.com\/standard-employee-turnover-call-center-industry-36185.html\" rel=\"nofollow noopener\" target=\"_blank\">Standard Employee Turnover in the Call Center Industry<\/a><\/li>\n<li><a href=\"http:\/\/www.tmcnet.com\/tmcnet\/columnists\/columnist.aspx?id=100007&amp;nm=Tracey%20E.%20Schelmetic\" rel=\"nofollow noopener\" target=\"_blank\">Tracey E. Schelmetic<\/a>&nbsp;- <a href=\"http:\/\/www.tmcnet.com\/channels\/call-center-on-demand\/articles\/391376-robust-onboarding-process-the-call-center-set-agents.htm\" rel=\"nofollow noopener\" target=\"_blank\">A Robust Onboarding Process in the Call Center Can Set Agents Up for Success<\/a><\/li>\n<li><a href=\"https:\/\/twitter.com\/GalRimon\" rel=\"nofollow noopener\" target=\"_blank\">Gal Rimon<\/a>&nbsp;- <a href=\"http:\/\/elearningindustry.com\/4-secret-tips-gamifying-call-center-onboarding\" rel=\"nofollow noopener\" target=\"_blank\">4 Secret Tips For Gamifying Call Center Onboarding<\/a><\/li>\n<li>Greg&nbsp;Levin - <a href=\"http:\/\/www.icmi.com\/Resources\/People-Management\/2009\/10\/Call-Center-Onboarding-Programs-Raise-Agent-Engagement-Retention-and-Performance\" rel=\"nofollow noopener\" target=\"_blank\">Call Center Onboarding Programs Raise Agent Engagement, Retention and Performance<\/a><\/li>\n<li>Rebecca&nbsp;Gibson - <a href=\"http:\/\/www.icmi.com\/Resources\/People-Management\/2009\/09\/Integrate-Your-Call-Center-s-Onboarding-Process-for-Better-Results\" rel=\"nofollow noopener\" target=\"_blank\">Integrate Your Call Center's Onboarding Process for Better Results<\/a><\/li>\n<li><a href=\"https:\/\/twitter.com\/vinayp10\" rel=\"nofollow noopener\" target=\"_blank\">Vinay Patankar<\/a>&nbsp;- <a href=\"https:\/\/www.process.st\/2014\/03\/how-to-make-gmail-your-default-mail-client\/\" rel=\"nofollow noopener\" target=\"_blank\">How to Make Gmail your Default Mail Client<\/a><\/li>\n<li><a href=\"https:\/\/twitter.com\/melaniepinola\" rel=\"nofollow noopener\" target=\"_blank\">Melanie Pinola<\/a>&nbsp;- <a href=\"http:\/\/www.itworld.com\/article\/2699495\/consumerization\/quickly-share-google-calendar-events-by-adding-the-person-s-email-address.html\" rel=\"nofollow noopener\" target=\"_blank\">Quickly share Google Calendar events by adding the person's email address<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/help\/docs\/slack\/\" rel=\"nofollow noopener\" target=\"_blank\">Ellie Mahoney - Slack + Process Street Integration&nbsp;<\/a><\/li>\n<\/ul><\/div>\n<\/section>\n<section id=\"related-checklists\">\n<h2>Related checklists:<\/h2>\n<div class=\"text-content\">\n<ul>\n<li><a href=\"https:\/\/www.process.st\/templates\/employee-onboarding-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Employee Onboarding Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/restaurant-employee-onboarding-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Restaurant Employee Onboarding Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/salesperson-onboarding-checklist-for-startups\/\" rel=\"nofollow noopener\" target=\"_blank\">Salesperson Onboarding Checklist for Startups<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/developer-onboarding-checklist-for-startups\/\" rel=\"nofollow noopener\" target=\"_blank\">Developer Onboarding Checklist for Startups<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/retail-employee-onboarding-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Retail Employee Onboarding Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/employee-onboarding\" rel=\"nofollow noopener\" target=\"_blank\">Employee Onboarding<\/a><\/li>\n<\/ul><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Introduction: Employee onboarding is a process new hires go through when beginning their career in a company. This process takes time and can\u2019t be completed in a few days, especially when looking at call center employees. Proper training is incredibly valuable and can\u2019t be overdone during the onboarding process.&nbsp; Good onboarding practices can improve your [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":1774,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ep_exclude_from_search":false,"cover_icon_emoji":"","cover_icon_url":"","tasks_count":"30","template_description":"Use this workflow to simplify call center employee onboarding and reduce the time it takes to onboard new hires.","template_id":"s3trT2VfUvIDLMB5Jq1MRw","task_0":"Introduction:","task_slug_0":"introduction","task_1":"Before the first day:","task_slug_1":"before-the-first-day","task_2":"Collect basic information","task_slug_2":"collect-basic-information","task_3":"Prepare paperwork","task_slug_3":"prepare-paperwork","task_4":"Approval:","task_slug_4":"approval","task_5":"Create a company email for the 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