Onboarding plays a pivotal role in ensuring agent retention, particularly in a remote work environment where the integration process can be more challenging. A strategic approach to onboarding not only facilitates a smooth transition for new hires but also enhances their engagement and productivity from the outset. By leveraging technology and creating personalized development plans, organizations can transform the onboarding experience into something memorable and impactful. This commitment to a thoughtful onboarding process helps cultivate a sense of belonging and ownership among agents, ultimately driving their performance and reducing turnover.
The Importance of Strategic Onboarding for Remote Employees
Onboarding is more than a basic orientation; it’s a strategic process that integrates new remote employees into the organization and equips them to become productive contributors. Effective onboarding optimizes costs, improves retention, boosts company performance, and increases employee engagement—key goals that are even more challenging with remote agents.
Strategic onboarding for remote agents doesn’t replace traditional methods but enhances them, taking onboarding virtual. It’s about creating an engaging, supportive experience from day one using technology, communication, and engagement.
Leveraging Technology for a Seamless Onboarding Experience
Technology is the backbone of successful remote onboarding. New hires often face a mountain of paperwork, but this can be streamlined with a cloud-based human resources information system (HRIS), but there are ways to eliminate the overwhelm.
Automating routine, time-consuming tasks allows agents to complete essential paperwork before their start date, eliminating the first-day overwhelm and getting them engaged right from the get-go.
Managers should also connect with new hires before their official start date via a welcome video call. This helps establish a connection and introduces the company’s culture and values.
Walk the new hire through what to expect during their first 30 days. This pre-start engagement makes the agent feel prepared and excited for their new role.
Making the First Day Memorable
Start with a group video call to introduce the new hire to the team and their designated navigator—a team leader who will support them for the first six weeks.
Provide an introduction to the organization’s playbook and training calendar
Ensure they all have all of the essentials for remote work, including log-ins and access to necessary tools.
Personalizing Development for Higher Engagement
A comprehensive, customized development plan should be created for each new remote agent as part of the onboarding process.
This plan should change and be customized between the agent and supervisor, should focus on enhancing existing skills, closing knowledge gaps, and leveraging individual strengths and interests to benefit the contact center.
Gathering Feedback Through Satisfaction Surveys
To continuously improve the onboarding process, implement an employee satisfaction survey after the agent’s first 60 or 90 days.
Continuous communication shows new remote employees that their opinions are valued and that the organization is committed to acting on feedback, fostering a sense of belonging and ownership.
The Role of Effective Communication with Remote Employees
Regular real-time feedback and check-ins keep employees connected and aligned with organizational goals.
Managers should express compassion and empathy, showing agents that their well-being matters—because when agents feel supported, they can better support customers.
Strategic onboarding for remote employees is about more than just ticking boxes; it’s about creating an immersive, engaging experience that sets agents up for success from the very first interaction. By leveraging technology, personalized development plans, and continuous feedback, organizations can foster a culture of engagement that not only retains talent but also drives performance.
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Originally posted January 7, 2021 on No Jitter: https://www.nojitter.com/employee-experience/performance-based-scheduling-expectations-impacts-outcomes
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