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How to Fix Onboarding

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce.  

The first few weeks (or months) of an employee’s time at your organization are pivotal to ensure that they are set up for success. A great onboarding experience can improve retention by 82% — but only 12% of companies get it right. 

We talked to over 200 agents and 200 managers to put together a comprehensive onboarding analysis that optimizes for agent experience and retention.
Here’s what we found: 

• Both managers and agents ranked 1-on-1 training as the most effective onboarding tool; no matter how you slice the data, a personalized experience is the best experience.
• Leadership often overestimates how much agents remember from onboarding.
• Larger companies reported higher onboarding effectiveness on average, but from the agent’s POV, it’s all the same.
• When deciding who will lead your onboarding training, bet on managers and supervisors: executives may be too far from the day-to-day to be impactful.
• 2 out of 3 agents want to change their onboarding to make it more personalized, thorough, and engaging.
• What managers find most important during the onboarding period has a sizable impact on knowledge retention. Sneak peek: enforcement isn’t the answer. 

 

Click here to download the white paper.