In summary,a formal onboarding plan includes all four components: compliance, clarification, culture and connection. Most contact centers meet the mark on the first two; the areas of improvement are culture and connection. Building an onboarding plan that goes beyond the initial orientation builds connection to peers, management and the company. This could take several months including activities that help the new agent understand the “norms” of the center. A structured onboarding approach shows that when onboarding is done correctly, it leads to:
- Higher job satisfaction
- Organizational commitment
- Lower turnover
- Higher performance levels
- Career effectiveness
- Lowered stress
A formal, well thought out onboarding plan and successful implementation is the first and best defense against attrition. Make it a priority and you will be pleased with the results.
Specialized Office Systems offers customized solutions to deliver printing, promotional products, apparel, office supplies and business furniture to multiple locations across the country. You will receive the personalized service you want and the attention to detail you need.
Cresa Commercial founded in 1993 was convinced that representing tenants exclusively was the best way to go. Not only would it give our clients the kind of objective, unbiased advice they might not get elsewhere, but it would also give us a unique offering in the real estate marketplace.