Envoy Onboarding Checklist

Envoy Onboarding Process

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

Envoy Onboarding Checklist

1. Introduction to company culture and values: The task involves providing the new Envoy with an overview of the company’s culture, values, and mission. This helps them understand the company’s expectations and align their behavior accordingly. The Human Resources department or a designated company representative typically performs this task.

2. Familiarization with company policies and procedures: The new Envoy should be introduced to the company’s policies and procedures, including those related to customer service, communication, and data privacy. This task ensures that the Envoy understands the guidelines they need to follow while interacting with customers. The Human Resources department or a designated trainer typically performs this task.

3. Product and service training: The new Envoy should receive comprehensive training on the company’s products and services. This includes understanding the features, benefits, and usage of each offering. The training may be conducted by a product manager, a subject matter expert, or a designated trainer.

4. Systems and tools training: The Envoy needs to be trained on the various systems and tools used in customer service, such as CRM software, ticketing systems, and communication platforms. This training ensures that the Envoy can effectively handle customer inquiries and provide timely resolutions. The IT department or a designated trainer typically performs this task.

5. Shadowing experienced Envoys: The new Envoy should have the opportunity to shadow experienced Envoys to observe their interactions with customers, learn best practices, and gain practical insights into the role. This task helps the new Envoy understand the expectations and standards of customer service within the company. Experienced Envoys or team leads typically perform this task.

6. Role-specific training: Depending on the specific responsibilities of the Envoy, they may require additional role-specific training. For example, if the Envoy is responsible for handling technical support, they may need training on troubleshooting techniques or specific software applications. Subject matter experts or designated trainers typically perform this task.

7. Introduction to customer personas and scenarios: The new Envoy should be provided with an overview of the typical customer personas they will encounter and the scenarios they may face. This task helps the Envoy understand the diverse needs and expectations of customers, enabling them to provide personalized and effective support. The customer service manager or a designated trainer typically performs this task.

8. Communication and soft skills training: Effective communication and soft skills are crucial for a successful Envoy. Training in areas such as active listening, empathy, conflict resolution, and professional writing can enhance the Envoy’s ability to provide exceptional customer service. The customer service manager or a designated trainer typically performs this task.

9. Performance expectations and metrics: The new Envoy should be informed about the performance expectations and metrics they will be evaluated on. This includes metrics such as response time, customer satisfaction scores, and resolution rates. Clear expectations help the Envoy understand what is expected of them and how their performance will be measured. The customer service manager or a designated trainer typically performs this task.

10. Introduction to escalation procedures: The Envoy should be familiarized with the escalation procedures in place for handling complex or challenging customer issues. This includes understanding when and how to involve supervisors or other departments to ensure prompt resolution. The customer service manager or a designated trainer typically performs this task.

11. Introduction to cross-functional teams: The Envoy should be introduced to the various cross-functional teams they may need to collaborate with, such as sales, marketing, or product development. This task helps the Envoy understand the interdependencies between departments and fosters a collaborative work environment. The customer service manager or a designated representative from each department typically performs this task.

12. Ongoing training and development opportunities: The new Envoy should be made aware of the ongoing training and development opportunities available to them. This includes workshops, webinars, or certifications that can enhance their skills and knowledge in customer service. The Human Resources department or a designated trainer typically performs this task.

13. Introduction to company resources and support: The Envoy should be provided with information about the resources and support available to them, such as knowledge bases, FAQs, or internal communication channels. This task ensures that the Envoy can access the necessary information and assistance to effectively address customer inquiries. The customer service manager or a designated trainer typically performs this task.

14. Introduction to company-wide initiatives: The new Envoy should be informed about any ongoing company-wide initiatives or projects that may impact their role or customer service operations. This task helps the Envoy understand the broader context of their work and encourages their active participation in achieving company goals. The customer service manager or a designated representative from each initiative typically performs this task.

15. Performance feedback and evaluation: The Envoy should be informed about the performance feedback and evaluation process, including the frequency of evaluations, the criteria used, and the channels for feedback. This task ensures that the Envoy understands how their performance will be assessed and provides an opportunity for continuous improvement. The customer service manager or a designated HR representative typically performs this task

Setting Up Your Employee Onboarding Process

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