In this article, we’ll look at the best practices for onboarding your new Telephone Interviewer. We’ll look at the employee onboarding process/steps you can add to your own reusable Telephone Interviewer checklist.
Need help with onboarding new Customer Service team members? See the templates and resources we recommend for successful onboarding experiences.
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Are you looking for help setting up a staff orientation process so that when your new Telephone Interviewer 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 Telephone Interviewer, you’re in the right place. We’ve put together a sample Telephone Interviewer onboarding checklist below and have created onboarding templates & resources to help.
1. Introduction to company policies and procedures: The new telephone interviewer should receive a comprehensive overview of the company’s policies and procedures. This includes understanding the code of conduct, dress code, attendance policy, and any other guidelines that govern their behavior while representing the company. The HR department or a designated trainer typically performs this task.
2. Familiarization with the company’s products or services: It is crucial for the telephone interviewer to have a solid understanding of the company’s products or services. This task involves providing the new employee with detailed information about the offerings, their features, benefits, and how they meet customer needs. The training department or a subject matter expert usually handles this task.
3. Training on telephone etiquette and communication skills: As a telephone interviewer, effective communication skills are essential. This task involves providing training on proper telephone etiquette, active listening, empathy, and effective communication techniques. Trainers or experienced telephone interviewers may conduct this training.
4. Introduction to the company’s customer service philosophy: Every company has its own customer service philosophy, which guides how employees interact with customers. The new telephone interviewer should be introduced to this philosophy, emphasizing the importance of providing exceptional customer service and resolving issues effectively. The customer service manager or a designated trainer typically performs this task.
5. Familiarization with the telephone system and software: Telephone interviewers rely heavily on the company’s telephone system and software for their daily tasks. This task involves providing training on how to use the telephone system, including making and receiving calls, transferring calls, and accessing customer information. The IT department or a designated trainer usually handles this task.
6. Practice sessions for conducting telephone interviews: To ensure the new telephone interviewer is well-prepared, practice sessions should be conducted. These sessions involve simulating real-life scenarios, allowing the employee to practice their interviewing skills, handle objections, and effectively gather information from customers. Experienced telephone interviewers or trainers typically conduct these practice sessions.
7. Introduction to data entry and record-keeping procedures: Telephone interviewers are responsible for accurately recording customer information and interview responses. This task involves training the new employee on data entry procedures, including how to input information into the company’s database, maintain accurate records, and ensure data privacy and security. The training department or a designated trainer usually handles this task.
8. Shadowing experienced telephone interviewers: To gain practical experience and observe best practices, the new telephone interviewer should have the opportunity to shadow experienced colleagues. This task involves pairing the new employee with a seasoned telephone interviewer, allowing them to observe live calls, learn from their techniques, and ask questions. Experienced telephone interviewers or team leaders typically perform this task.
9. Introduction to escalation procedures: Occasionally, telephone interviewers may encounter challenging situations or difficult customers. This task involves training the new employee on escalation procedures, including when and how to escalate issues to supervisors or managers. The customer service manager or a designated trainer typically handles this task.
10. Ongoing performance feedback and coaching: To ensure continuous improvement, regular performance feedback and coaching sessions should be conducted. This task involves providing constructive feedback, identifying areas for improvement, and offering guidance to help the telephone interviewer enhance their skills and performance. The team leader or customer service manager typically performs this task
From reading through the items in the example Telephone Interviewer checklist above, you’ll now have an idea of how you can apply best practices to getting your new Telephone Interviewer 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.
