Crtt Onboarding Checklist

Crtt Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new Crtt 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 Crtt, you’re in the right place. We’ve put together a sample Crtt onboarding checklist below and have created onboarding templates & resources to help.

Crtt Onboarding Checklist

1. Introduction to company culture: The task involves providing a comprehensive overview of the company’s values, mission, and vision. This task is typically performed by the HR department or a designated company representative who can explain the organization’s culture and how it aligns with the customer service role.

2. Familiarization with company policies and procedures: This task entails acquainting the new employee with the company’s policies, procedures, and guidelines related to customer service. It may include topics such as handling customer complaints, escalation procedures, data protection, and confidentiality. The HR department or a designated trainer usually performs this task.

3. Product and service training: This task involves providing in-depth training on the company’s products or services. It may include understanding product features, benefits, pricing, and any technical aspects. The training can be conducted by a product manager, a subject matter expert, or a dedicated training team.

4. Systems and tools training: This task focuses on familiarizing the new employee with the various systems, software, and tools used in customer service. It may include training on CRM software, ticketing systems, knowledge bases, and communication tools. The IT department or a designated trainer typically performs this task.

5. Shadowing experienced customer service representatives: This task involves pairing the new employee with experienced customer service representatives to observe and learn from their interactions with customers. Shadowing provides practical insights into handling different customer scenarios, building rapport, and resolving issues effectively. This task is usually coordinated by the team leader or supervisor.

6. Role-specific training: This task entails providing specialized training based on the specific customer service role within the company. For example, if the new employee will be handling technical support, they may receive training on troubleshooting techniques or specific software applications. This training can be conducted by a subject matter expert or a dedicated training team.

7. Introduction to customer service metrics and goals: This task involves explaining the key performance indicators (KPIs) and goals that the customer service team is expected to achieve. It may include metrics such as response time, customer satisfaction scores, or first-call resolution rates. The team leader or supervisor typically performs this task.

8. Introduction to customer service scripts and templates: This task involves providing the new employee with standardized scripts, templates, or guidelines to assist them in handling common customer inquiries or issues. These resources can help ensure consistency in customer interactions. The team leader or supervisor may provide these materials.

9. Introduction to cross-functional teams and departments: This task involves introducing the new employee to other teams or departments that collaborate with the customer service team. It may include meeting representatives from sales, marketing, or product development to understand their roles and how they interact with customer service. The team leader or supervisor can facilitate these introductions.

10. Performance expectations and feedback mechanisms: This task involves setting clear performance expectations for the new employee and explaining how feedback and performance evaluations will be conducted. It may include discussing performance review cycles, coaching sessions, and opportunities for growth within the customer service role. The team leader or supervisor typically performs this task.

11. Introduction to company resources and support: This task entails providing information about the resources available to support the new employee in their customer service role. It may include access to training materials, knowledge bases, internal communication channels, or mentorship programs. The HR department or a designated trainer can provide this information.

12. Introduction to company-wide initiatives and events: This task involves informing the new employee about any ongoing company-wide initiatives, events, or employee engagement programs. It helps the employee feel connected to the broader organization and fosters a sense of belonging. The HR department or a designated company representative typically performs this task.

13. Introduction to customer service team members: This task involves introducing the new employee to their immediate team members and fostering a sense of camaraderie. It may include team-building activities, icebreaker sessions, or informal meet-and-greet sessions. The team leader or supervisor usually coordinates these introductions.

14. Ongoing training and development opportunities: This task involves discussing the company’s commitment to continuous learning and development. It may include information about internal training programs, external courses, or certifications that can enhance the employee’s customer service skills. The HR department or a designated trainer can provide this information.

15. Provision of necessary equipment and resources: This task involves ensuring that the new employee has all the necessary equipment, tools, and resources to perform their customer service role effectively. It may include providing a computer, phone, headset, or access to relevant software. The IT department or a designated equipment coordinator typically performs this task

Setting Up Your Employee Onboarding Process

From reading through the items in the example Crtt checklist above, you’ll now have an idea of how you can apply best practices to getting your new Crtt 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.