Customer support agents need to effectively address customer issues and they need to do it fast. It can be a high-pressure, metrics-driven environment, one characterized by high agent turnover. To get agents up to speed, most companies provide some type of onboarding program. Yet, inadequate onboarding can be a quiet contributor to turnover.
Improving the agent onboarding process can help curb turnover and even prepare your customer support team to absorb seasonal spikes. Here are four hidden causes that are likely inflating your onboarding time.
ROI for Agent Onboarding
Evaluate the potential ROI for self-service onboarding automation made possible by a knowledge management platform
1. Bad self-service support experience
Access to answers is always at a premium for CSRs, especially during onboarding. Agents depend on self-service to answer questions, learn the product, and resolve cases. If agents can’t find the quality content they need in a timely way, they might struggle to keep up.
2. Information overload
Do brand-new tier 1 agents need to see all levels of self-service content, for every product? Do they need access to escalation information only used by premium support? One way to make sure new agents only see what they need to see is with page permissions—personalized access to internal and external help content for different user groups.
3. Insufficient product training
If your customers know more than the support agent, that agent is at an immediate disadvantage. One way to get agents up to speed faster is to make sure they’re well-versed on the actual products they’re supporting. No brainer, right? This is often overlooked, and making agents pick up product training on the fly can inflate onboarding time (and affect customer satisfaction).
4. Knowledge capture
Knowledge capture allows your agents to create, access, and update knowledge content “in the flow.” This helps agents share knowledge with each other, access updated information in one place, and can even inform content optimization efforts. Ultimately, knowledge capture can help agents respond to support requests more effectively, which is especially important during onboarding. Yet another good reason to integrate knowledge capture into your Customer Relationship Manager (CRM).
It’s important to remember that onboarding is not the same as training. Onboarding typically takes place during the first few weeks or months following initial agent training. It needs to be structured, organized, equip agents with information. It will help them get through onboarding more effectively, curb turnover, and ultimately increase agent productivity.