Telephonist Onboarding Checklist

Telephonist Onboarding Process

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

Telephonist Onboarding Checklist

1. Introduction to company policies and procedures: The telephonist should receive a comprehensive overview of the company’s policies and procedures, including guidelines for answering calls, transferring calls, and handling customer inquiries. This task is typically performed by the HR department or a designated trainer.

2. Familiarization with phone systems and equipment: The telephonist should be provided with training on the specific phone systems and equipment used by the company. This includes learning how to operate the phone console, transfer calls, put calls on hold, and utilize any additional features or functions. The IT department or a designated technical support staff member usually handles this task.

3. Understanding the company’s products or services: It is crucial for the telephonist to have a good understanding of the company’s products or services in order to effectively assist customers and provide accurate information. This task can be performed by the telephonist’s supervisor or a designated product specialist who can provide training and answer any questions.

4. Learning the company’s customer service standards: The telephonist should be trained on the company’s customer service standards, including how to handle difficult or irate customers, how to maintain a professional and friendly tone, and how to effectively resolve customer complaints. This training is typically conducted by the customer service manager or a designated trainer.

5. Shadowing experienced telephonists: To gain practical experience and observe best practices, the new telephonist should have the opportunity to shadow experienced telephonists. This allows them to learn firsthand how to handle different types of calls, manage call volume, and effectively communicate with customers. This task is usually coordinated by the telephonist’s supervisor or team leader.

6. Introduction to internal communication tools: The telephonist should be introduced to any internal communication tools used within the company, such as instant messaging platforms or internal phone directories. This ensures they can effectively communicate with colleagues, transfer calls to the appropriate departments, and access necessary information. The IT department or a designated staff member typically provides training on these tools.

7. Training on data entry and customer management systems: If the company utilizes data entry or customer management systems, the telephonist should receive training on how to use these systems to log customer interactions, update customer information, and retrieve relevant data. This training is usually conducted by the IT department or a designated trainer.

8. Understanding call escalation procedures: The telephonist should be familiarized with call escalation procedures, including when and how to escalate calls to supervisors or other departments. This ensures that customer issues are addressed promptly and efficiently. The telephonist’s supervisor or team leader typically provides training on call escalation procedures.

9. Introduction to company culture and values: To foster a sense of belonging and alignment with the company’s culture, the telephonist should receive an introduction to the company’s values, mission, and vision. This can be done through orientation sessions, presentations, or company-wide meetings led by the HR department or senior management.

10. Reviewing safety and emergency protocols: The telephonist should be trained on safety and emergency protocols, including evacuation procedures, first aid, and how to handle emergency calls. This training is typically conducted by the HR department or a designated safety officer.

11. Introduction to company-specific jargon and terminology: To effectively communicate with colleagues and customers, the telephonist should be provided with a glossary or training on company-specific jargon and terminology. This ensures clear and accurate communication. The telephonist’s supervisor or team leader can provide this training.

12. Reviewing confidentiality and data protection policies: Given the sensitive nature of customer information, the telephonist should receive training on confidentiality and data protection policies. This includes understanding how to handle customer data securely and adhere to privacy regulations. The HR department or a designated trainer typically handles this task.

13. Familiarization with company resources and support systems: The telephonist should be introduced to various company resources and support systems, such as employee handbooks, intranet portals, and HR support channels. This ensures they have access to necessary information and can seek assistance when needed. The HR department or a designated staff member can provide this information.

14. Setting performance expectations and goals: The telephonist should have a clear understanding of their performance expectations and goals. This includes metrics such as call handling time, customer satisfaction ratings, and any other key performance indicators. The telephonist’s supervisor or team leader typically sets these expectations and goals.

15. Ongoing training and development opportunities: To continuously improve their skills and knowledge, the telephonist should be made aware of ongoing training and development opportunities within the company. This can include workshops, webinars, or external courses. The HR department or a designated training coordinator can provide information on these opportunities

Setting Up Your Employee Onboarding Process

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