According to research by Glassdoor, organizations with a great onboarding experience improve new hire retention by 82% and productivity by over 70%. Getting this right will reduce staff attrition, which is something contact centers have struggled with traditionally. It's reported that the annual rate of contact center employee turnover is 26% - considerably more than the national average of 15%. No one likes to complete onboarding journeys entirely virtually. To make an employee feel welcome, you will need to do some things in person - or at least over video chat, if you’re committing to working remotely long term. That said, your team leaders have a lot on their plate. It’s pointless to add basic onboarding tasks like fire safety briefing or basic software tutorials to their list because there’s a fair chance they won’t get round to it - and all that contact time can make new hires feel overwhelmed too. Ease the burden on both parties by identifying basic administrative processes that fall outside your team leaders’ core competencies. Run these as compulsory eLearning modules with a completion deadline to ensure your agents get access to the basic information they need to start strong. Additionally, by having more insight into the performance of new agents as they progress through their initial onboarding, their strengths and weaknesses can be easily handed over to their new Team Leader. For team leaders, this is amazing because they can better understand their new team members straight away and coach accordingly. This speeds up RAMP time and reduces the impact of new agents joining a team.