St. Louis, MO, USA, Nov. 1, 2022 -- 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.
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"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.
"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."
Posted by Veronica Silva Cusi, news correspondent
About Balto Software Inc:
Balto understands phone conversations and tells reps what to say, live on each call.
Published: Thursday, November 3, 2022
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.