Call Or Contact Centre Manager Onboarding Checklist

Call Or Contact Centre Manager Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new Call Or Contact Centre Manager starts their role, they can learn about their responsibilities and your company as quickly as possible? Whether you’re keen to use buddy onboarding, want to automate your Customer Service onboarding experience or just need an onboarding checklist for your new Call Or Contact Centre Manager, you’re in the right place. We’ve put together a sample Call Or Contact Centre Manager onboarding checklist below and have created onboarding templates & resources to help.

Call Or Contact Centre Manager Onboarding Checklist

1. Introduction to company culture and values: The task involves providing the new Call or Contact Centre Manager with an overview of the company’s culture, values, and mission. This helps them understand the organization’s goals and align their management style accordingly. The Human Resources department or a designated company representative typically performs this task.

2. Familiarization with company policies and procedures: The new manager needs to be acquainted with the company’s policies and procedures, including those related to customer service, employee management, and performance evaluation. This task is usually performed by the Human Resources department, with support from the Operations or Training department.

3. Introduction to the call or contact center infrastructure: The new manager should be given a comprehensive overview of the call or contact center infrastructure, including the phone systems, software applications, customer relationship management (CRM) tools, and any other technology used in the center. The IT department or a designated technical support team typically performs this task.

4. Training on customer service standards: It is crucial for the new manager to understand the company’s customer service standards and expectations. This training should cover topics such as handling customer complaints, resolving conflicts, and maintaining a positive customer experience. The Training department or a designated customer service trainer typically performs this task.

5. Introduction to the team: The new manager should be introduced to their team members, including supervisors, team leaders, and customer service representatives. This task helps build rapport and establishes open lines of communication. The Human Resources department or the current team leader typically performs this task.

6. Review of performance metrics and goals: The new manager should be provided with an overview of the call or contact center’s performance metrics and goals. This includes key performance indicators (KPIs) such as average handling time, first call resolution rate, and customer satisfaction scores. The Operations or Quality Assurance department typically performs this task.

7. Shadowing experienced managers: To gain practical insights into the role, the new manager should have the opportunity to shadow experienced managers. This allows them to observe and learn from their peers, understand best practices, and familiarize themselves with the day-to-day operations of the call or contact center. This task is typically coordinated by the Operations or Training department.

8. Review of reporting and analysis tools: The new manager should be trained on the reporting and analysis tools used in the call or contact center. This includes understanding how to generate reports, interpret data, and use analytics to identify areas for improvement. The Operations or Business Intelligence department typically performs this task.

9. Introduction to escalation procedures: The new manager should be familiarized with the escalation procedures in place for handling complex or sensitive customer issues. This includes understanding when and how to involve higher-level management or other departments to ensure prompt resolution. The Operations or Quality Assurance department typically performs this task.

10. Review of workforce management practices: The new manager should be trained on workforce management practices, including scheduling, forecasting, and resource allocation. This task helps them understand how to optimize staffing levels to meet service level agreements and maintain operational efficiency. The Workforce Management or Operations department typically performs this task.

11. Introduction to coaching and performance management: The new manager should receive training on coaching techniques and performance management strategies. This includes understanding how to provide constructive feedback, set performance goals, and conduct performance evaluations. The Human Resources or Training department typically performs this task.

12. Familiarization with compliance and regulatory requirements: The new manager should be educated on any compliance and regulatory requirements specific to the call or contact center industry. This includes understanding privacy laws, data protection regulations, and industry-specific guidelines. The Compliance or Legal department typically performs this task.

13. Introduction to continuous improvement initiatives: The new manager should be introduced to any ongoing continuous improvement initiatives within the call or contact center. This includes understanding methodologies such as Lean Six Sigma or Kaizen and how to identify and implement process improvements. The Operations or Quality Assurance department typically performs this task.

14. Review of emergency response procedures: The new manager should be trained on emergency response procedures, including evacuation plans, crisis communication protocols, and business continuity strategies. This task ensures they are prepared to handle unexpected situations and prioritize the safety of employees and customers. The Health and Safety or Operations department typically performs this task.

15. Introduction to key stakeholders: The new manager should be introduced to key stakeholders within the company, such as senior management, department heads, and cross-functional teams. This task helps them understand the organizational structure and build relationships with colleagues from other departments. The Human Resources or a designated company representative typically performs this task

Setting Up Your Employee Onboarding Process

From reading through the items in the example Call Or Contact Centre Manager checklist above, you’ll now have an idea of how you can apply best practices to getting your new Call Or Contact Centre Manager up to speed and working well in your Customer Service team. Scroll up to see the link to our onboarding templates & resources or get in touch to discuss getting help setting up your systems and processes in this area.