Customer Service Agents Onboarding Process
The purpose of this document is to outline the onboarding process for new
Overview#
Purpose: The purpose of this document is to outline the onboarding process for new employees.
Scope: This procedure applies to all new hires joining the company.
Responsibility: It is the responsibility of each employee to ensure the process set out in this procedure is followed.
Objective: The objective of this procedure is:
to have a systematic process for new employees to follow during their Onboarding with the company.
to make sure that all relevant SOPs and tasks are introduced to the new hire.
Procedure#
This is used to onboard Customer Service personnel - Schedule must be followed - Onboarding is based on 4 week period but in reality CS onboarding is 2-3 month period to grab hold of the role competently
Checklist should be followed in order from top to bottom - please include relevant process link as part of the checklist row.
Items tagged as M: will be management's part in the Onboarding Process.
Items tagged as T: will be Trainee's part in the Onboarding Process. Trainee should apply a check on the task once comfortable, all questions resolved, and no further clarifications are needed about the task/topic.
Weekly exam documents content / assessment need formatted and held in team lead member Trello to apply in advance of when exam time comes around
Checklists: See this Link to the Onboarding Trello Card for Customer Service Agents.
Week 1 Exams#
CS / Intro To Bragan Onboarding Exams - Answer Key CS Onboarding Exam Verbal Questions - Answer Key
Week 2 Exam#
CS Onboarding Verbal Exam - Answer Key
Week 3 Exam#
CS Onboarding Verbal Exam - Answer Key
Notes#
This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:
Checklist should be followed in order from top to bottom - please include relevant process link as part of the checklist row
Potential Issues:
1 - ISSUE ENCOUNTERED: Stuck on Loading
RESOLUTION: Refresh Browser
2 - ISSUE ENCOUNTERED: Broken Links
RESOLUTION: Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.