Onboarding Plan for New Support Agents
Get new agents useful safely in four weeks.
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Plan onboarding for a new support agent. Product and complexity: [PRODUCT_AND_COMPLEXITY]. Tools to learn: [TOOLS]. Typical first-month issues: [FIRST_MONTH_ISSUES]. Mentors available: [MENTORS]. Structure four weeks: week one product and tools with shadowing; week two handling easy tickets with review before sending; week three mixed queue with spot checks; week four independence with a review. For each week list learning goals, activities, materials, and a check of what the agent can do. Add a glossary list to create, a set of ten practice tickets with model answers, a feedback routine, and a 30-60-90 day goal outline. Protect customer data during training by using test accounts and anonymised examples. Add a first-week schedule by day with times, the people to meet, the systems to access and the first tasks, so nothing depends on memory. Provide a checklist for the manager to complete before the agent starts: accounts requested, equipment, mentor assigned, calendar invites, welcome message. Include how to measure readiness: accuracy on practice tickets above an agreed level, tone score and confidence rating from the agent. Add three questions to ask in the week-four review.
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