Workforce Management Featured Article
Tips for the 'Nesting' Stage of Call Center Agents
What is “nesting?” Nesting, sometimes known as the transition stage, is the point at which new call center hires are finished with their classroom training and are beginning to take some calls, but their onboarding is still incomplete, and they need quite a lot of observation and guidance. This is a critical stage for call center management to get right, as a good experience may establish an excellent employee going forward, but a bad experience could result in attrition.
The self-named “call center Ninja” who produces YouTube (News - Alert) videos regarding call center operations has a few tips to offer about the nesting stage.
Get newbies to take as many calls as possible. Starting a call center job can be intimidating and a bit scary. Fear is normal, but it can be reduced quickly by having the new employee take basic calls in the presence of a supervisor that will build confidence, eliminate the mystery and reduce fear. If the build-up to taking a call is too long, then the employee may become a useless bundle of nerves. It’s also a good way for employees to quickly learn the different call types.
Help new employees make the most of off-the-phone time. In times of low call volume, ensure that newer employees are making the best use of their time by speaking with supervisors, reviewing call procedures, familiarizing themselves with the call center systems or even role-playing and practicing.
Ensure new agents aren’t too hard on themselves. In the early days, new agents may feel upset that they haven’t hit their quotas, or that they’ve had a poor call. Encourage them by reminding the agents they are new and still learning and shouldn’t become discouraged. After all, even the most experienced agents were once rookies!
Help agents become accountable for their own learning. Supervisors aren’t mind readers. If a new agent is unclear on a process, an application or any other aspect of the job, ensure they feel comfortable asking for help, and that they have a place to go to review processes, information or software. Knowledge bases for new hires can go a long way toward helping agents help themselves.
Have veteran agents share wisdom. Agents with a great deal of experience have a lot to offer newbies. They can help them by answering questions, guiding them to shortcuts, calming their nerves, and helping them feel welcome.
If you take some extra time to ensure the onboarding process goes smoothly, you can reduce turnover, improve the customer experience and build a positive call center culture that becomes like family for new agents.
Edited by Maurice Nagle
