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Contact Centre Information Clerk Onboarding Checklist
Contents
Contact Centre Information Clerk Onboarding Process
Are you looking for help setting up a staff orientation process so that when your new Contact Centre Information Clerk 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 Contact Centre Information Clerk, you’re in the right place. We’ve put together a sample Contact Centre Information Clerk onboarding checklist below and have created onboarding templates & resources to help.
Contact Centre Information Clerk Onboarding Checklist
1. Introduction to company policies and procedures: The new contact centre information clerk should be provided with a comprehensive overview of the company’s policies and procedures. This includes understanding the code of conduct, dress code, attendance policy, and any other relevant guidelines. The human resources department or a designated trainer typically performs this task.
2. Familiarization with the contact centre software: As a contact centre information clerk, it is crucial to become proficient in using the software and tools specific to the company’s contact centre operations. This task involves training sessions or workshops conducted by the IT department or experienced team members.
3. Product and service knowledge training: To effectively assist customers, the new hire should receive thorough training on the company’s products and services. This includes understanding the features, benefits, and any frequently asked questions. The training can be conducted by product managers, subject matter experts, or trainers from the customer service department.
4. Understanding customer service protocols: The contact centre information clerk should be trained on how to handle various customer interactions, including phone calls, emails, and live chats. This training should cover techniques for active listening, problem-solving, and conflict resolution. Trainers from the customer service department or experienced team members typically perform this task.
5. Learning the company’s CRM system: Familiarity with the customer relationship management (CRM) system is essential for efficiently managing customer interactions and maintaining accurate records. The new hire should receive training on how to navigate the CRM system, update customer information, and generate reports. This training is usually conducted by the IT department or experienced team members.
6. Shadowing experienced contact centre information clerks: To gain practical knowledge and observe real-life scenarios, the new hire should spend time shadowing experienced contact centre information clerks. This allows them to learn from their colleagues’ expertise, observe best practices, and understand the day-to-day responsibilities. This task is typically coordinated by the team leader or supervisor.
7. Understanding escalation procedures: In situations where a customer’s issue cannot be resolved immediately, it is important for the contact centre information clerk to know the escalation procedures. This involves learning who to contact, how to document the issue, and when to involve supervisors or managers. The customer service department or team leaders usually provide training on escalation procedures.
8. Training on data privacy and security: As a contact centre information clerk, handling sensitive customer information is part of the job. Therefore, it is crucial to receive training on data privacy and security protocols. This includes understanding how to handle confidential information, comply with data protection regulations, and prevent data breaches. The company’s data protection officer or the IT department typically conducts this training.
9. Practice sessions for handling difficult customers: Dealing with difficult customers is a common challenge in customer service. The new hire should participate in practice sessions where they can role-play different scenarios and learn effective strategies for managing challenging interactions. Trainers from the customer service department or experienced team members usually facilitate these practice sessions.
10. Performance evaluation and feedback sessions: Regular performance evaluations and feedback sessions are essential for the continuous improvement of the contact centre information clerk. These sessions should provide constructive feedback, identify areas for improvement, and set goals for professional development. The team leader or supervisor typically conducts these evaluations and feedback sessions
Setting Up Your Employee Onboarding Process
From reading through the items in the example Contact Centre Information Clerk checklist above, you’ll now have an idea of how you can apply best practices to getting your new Contact Centre Information Clerk 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.
