On-Boarding Customer Service Agents

Best Practices for On-Boarding Customer Service Agents

Your customer service department is an excellent chance to engage with customers, assist them in resolving difficulties, and demonstrate your concern. When you do this right, you may reap the benefits for many years to come.

Training your customer service staff is just as vital as training your marketing or sales teams. This service experience will connect with your customers and will assist to create positive evaluations and word-of-mouth promotion.

Happy customers are your finest advocates, even better than your most brilliant marketers since they receive fantastic service. 

Some facts and figures showing how smooth onboarding process can benefit your business-

  • Great employee onboarding can improve employee retention by 82%
  • 58% of organizations say their onboarding program is focused on processes and paperwork
  • New team member productivity hovers around 25% during the first 30 days 
  • Addressing development during onboarding increases satisfaction by 3.5x
  • Soliciting new hire feedback improves your relationship by 91%
  • 70% of team members who had exceptional onboarding experiences say they have “the best possible job”

Importance of onboarding customer service agents

If customer service representatives are the backbone of your customer support, it is critical that they are properly onboarded and prepared for customer interactions. To think about it, your support agent’s onboarding procedure is the cornerstone for a fantastic customer experience programmer. After all, the better your representatives are informed, the more satisfied your customers will be. In a competitive, customer-centric culture, onboarding may provide your company with the competitive advantage it requires to decrease customer attrition and maximize revenue. It is essential to provide outstanding customer service solution and retaining customers.


What do your agents need to learn?

Companies may find it easy to on-board agents who already have the basic skills and technical knowledge. Here are a few abilities that an agent should be taught before making them part of your customer support team.

  • Technical abilities It is critical that they master the technical abilities necessary in answer to customer inquiries and any information they demand during the onboarding process. Best practices for customer contact Making certain that agents have learnt best practices for responding to customers in various scenarios, such as responding to customers on social media platforms, is critical.


  • Active listening and empathic communication- It is a must and ensure that they communicate with customers in a way that reflects your company’s fundamental values and brand.


  • Product or service expertise- Representatives must be knowledgeable about all of your goods and services. Provide them with the tools they need to identify typical support issues quickly and effectively, and are able to address requests on their own.


  • Assist with process and policy understanding- The agents must be aware of  ways in which escalation, tagging,and problem resolution work, and other company policies.


  • Consistency- Monitor the new agent’s performance using data driven reports and evaluate how consistent they are in providing fast and effective resolutions to the customers.


onboarding customer service programs

Employee onboarding statistics

10 best ways of onboarding customer service agents 

When your agents are treated and educated in the right way right from the beginning, they help in delivering an A-class customer service experience for your company. Here are some ways that can be implemented to smoothen the on boarding process.

1. Warm welcome

Provide a more meaningful introduction to workplace culture to employees. This may begin before the first day of the onboarding process when you can establish the groundwork. Giving your staff valuable time spent with influencers and key executives from around the organization.

Spend some time expressing your team’s beliefs and encouraging your leaders to think about this before speaking with new hires about any major training topics.

Make absolutely sure you give training on all of the main cultural characteristics of the firm and outline the fundamental methods in which the company operates. Make room in your onboarding program for your new recruits to reflect and focus on the important skills and values required to thrive in the organization.

By welcoming new customer service agents into the heart of your business, you can guarantee that they grow into valued workers over time, regardless of whether they play a key role in the organization or not.


2. Entire team participation

Leaders’ input is critical in creating an effective employee journey. Remove any unnecessary processes o to ensure they can become involved at all levels with new joiners.

There are several actions that may be undertaken to keep all managers ‘in the know’ and involved with the new starter’s journey. Assigning assignments and deadlines to your team leader throughout the onboarding process. This might be as basic as giving them a welcoming message.

It is critical that not just HR but also other employees, teams, and departments participate in the onboarding process.


3. Use experienced agents to train new ones

It’s reasonable that new customer support team members may struggle with the deluge of queries from customers during the first few months.

It is quite simple for individuals to become frustrated and conclude that the position is not for them. Assigning a more experienced support agent on your team as a mentor is a low-cost option to assist them at this critical stage of their development.

Organize for the existing support agent to have an open discussion every day so that the new agents may have a port in the storm and ask any questions or issues they may have.

Your more experienced team members are intimately familiar with your goods and services and will be able to give on-the-spot training to new hires.

It might take the shape of a continuing training program led by experienced team members who are skilled at delivering training, or it could simply be assigned one-on-one with new team members.

There will, of course, be a time budget to consider while developing and delivering the training.


4. Put yourself in the customer’s shoes

By assisting your new support team members in understanding more about the organization’s goal, values, and purpose, you can make new hire training easier and faster.

Training a new rep on a company’s products used to appear time-consuming, considering the enormous array of product features and how to successfully fix them. However, by asking other team members to discuss some of their most appealing messaging and campaigns, the new worker will be able to put himself in the shoes of the consumer.

The new support agent will be able to service customers more readily and effectively if they understand exactly what connects with them in terms of brand promises.


5. Simulated ticketing game

Setting up a test account for the new agents on your help desk software and populating it with a standard set of  tickets that will cover a wide variety of the most frequent support issues is one excellent technique to bring your new customer care team members up to speed.

The tickets can then be responded to by new representatives, and managers can assist in reviewing them. Make it a point to update the tickets as your goods and services evolve so that new hires are aware of all new facets of their work.


6. Review the new agent’s work

You can have a senior member of staff evaluate their replies before they’re delivered to the customer until you’re certain that your new reps are ready to offer correct responses to customers.

Of course, this works best in mediums like email. For any live channels such as live chat, face-to-face customer support, or telephone, a more experienced team member may be required to sit with the newcomers.

This may be done before the new recruit attempts the support ticket to boost their confidence and assist them grasp what a ‘live’ call entails, for example.


7. CSAT score analysis

Once your new support personnel are comfortable handling live issues, it’s a good idea to keep track of the feedback they’re receiving from the customers they’ve assisted.

A manager or a more experienced team member can analyze the support ticket comments and boost satisfaction scores. This allows consistency and accuracy to be tracked and improved. At this stage, you may also enlist the assistance of team leaders or more experienced employees to assist onboarding agents in responding to a sample of unsatisfied customers.


8. Centralized knowledge base

Onboarding is a continuous procedure. Because your organization is certain to have new recruits on a regular basis, why not establish an in-depth knowledge base for future use? This knowledge base should effectively serve as a master document for employees, providing visibility into the company’s key concepts and values, success measures, best practices, payroll processes, and so on.

A knowledge base may assist customer support representatives with this task by providing them with the materials they require, making it easier for them to handle customer queries. Knowledge bases are frequently in the form of FAQ pages, articles, and tutorial videos, where customer support representatives may simply enter a query and obtain an answer.


9. Implementing a Learning Management System(LMS)

Organizations may find it difficult to teach new recruits with the assistance of trainers or instructors since it may not be able to put in the same effort to train all employees 24 hours a day, seven days a week. It is critical to provide consistent and methodical training across batches. Learning management system (LMS) for coaching aids in overcoming this issue. It enables employees to access training programmers from anywhere in the globe at any time that is convenient for them. New hires would have little trouble catching up, and management may give uniform training to all employees.


10. Evaluating their own performance 

Customer service representatives should also be able to evaluate their own performance. This is vital for customer service representatives because it allows them to take responsibility for their own growth and identify areas for improvement. Customer service representatives should do two sorts of evaluations: self-evaluations and peer reviews.

Self-evaluation necessitates that the customer service agent analyzes their performance on a daily basis, frequently by examining customer conversations as well as other data such as call time (how long they talked), first call resolution rate, total incoming calls answered per hour, and more.

This sort of review may provide customer care representatives with information on how they’re functioning, allowing them to better understand what areas require improvement.


A seamless agent onboarding with Kapture

Your agents act as the voice of your company. A smooth onboarding experience is the first step to delivering a superior customer experience. 

Kapture ensures a smooth onboarding experience by empowering your team with KMS and LMS. KMS centralizes your entire knowledge base making it easily accessible for the new agents. LMS aims to make the learning experience more fun and interactive.

A knowledgeable agent can always put a smile on your customer’s face by resolving their issues on time. Talk to our experts and see how we can greatly help you.

About the Author

Nimit Kumar
Ankit Kochar
Ankit Kochar is a content writer at Kapture CRM who loves to write creative as well as informative content. He has worked as a creative and academic content writer in the past and has a keen knowledge of writing reports, essays and dissertations. His current field is helping him research and hone his SaaS knowledge.



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