Industry news, advice and insights from our experts.

Did you know that 70 percent of new hires decide whether a job is the right fit within the first month and 29 percent of them know within the first week– so it’s important to engage and retain employees from day one.¹ A strong employee onboarding process can help you accomplish that, while also helping new hires ramp up faster.

Here are some tips you can use to welcome your new employee to the team.

Set Them up for Success Before the First Day

The onboarding process should not begin on a new employee’s first day but instead on the day they are hired. If possible, send the employee any paperwork that needs to be signed along with the employee handbook and any pertinent information about their first day, including parking and employee portals.

Before the employee arrives on their first day, ensure their office space is fully set up. This includes providing a computer, necessary software, and access to essential systems such as email and collaboration tools. If it’s a remote hire, ensure that the new employee has all the technology, including laptops, headsets, and login credentials, required at their home.

When the employee arrives on their first day, they should feel valued, welcome and set up for success.

A few days before their start date, send a welcome email introducing them to the company culture and their new team. This email should include a first-week agenda, contact information for key team members, and an overview of company values and expectations. Introducing them to an assigned mentor or buddy can also help ease their transition and provide a go-to resource for questions.

You can also share a pre-boarding checklist with them. This should outline what needs to be done before their first day, so they can feel more prepared and organized.

Create a Structured Onboarding Plan

A well-structured onboarding experience is a game-changer. It’s like building a bridge connecting new hires to their roles confidently and clearly. Without a solid plan, they might feel lost, and that’s the last thing you want.

Now, let’s break it down. A structured onboarding plan should follow three key phases: orientation, skills development, and role alignment. Orientation introduces the company’s culture, values, and expectations. Skills development is where new hires start learning the ropes — whether it’s through hands-on training, mentorship, or online courses.

And role alignment? That’s where they really start contributing, applying what they’ve learned, and aligning their goals with the company’s objectives.

Providing structured, role-specific training plans is crucial. Each role is different, and a one-size-fits-all approach won’t cut it. Your plan should include core competencies, customized learning materials, and a mix of training formats like shadowing, workshops, and e-learning. Don’t forget to set clear milestones—think 30-day, 60-day, and 90-day check-ins—to track progress and keep everyone on the same page.

New hires need to know how they’re doing and where they can improve. Setting clear expectations and key performance indicators (KPIs) right from the start ensures they stay on track and feel motivated.

Engage Them Early

New hires should never feel like they’re navigating their new role alone. The best way to bridge the gap between your new hire feeling like an outsider to feeling part of the team is by helping build relationships and by encouraging communications.

On their first day, introduce them to coworkers, supervisors, and other departments that they will need to work with regularly. These introductions give new employees a chance to understand how different departments work together and where they fit in the bigger picture.

During their first week, we recommend scheduling a new employee lunch with the new hire and their team. During this lunch, try and play an ice-breaker game like Two Truths and a Lie. Games like this are a great way for teammates to get to know each other and the newcomer involved.

Organizing social activities such as team lunches, virtual meetups, or buddy programs can help new hires connect on a personal level. Whether it’s grabbing a coffee with a mentor, joining a company-wide social event, or participating in an employee resource group, these small changes make a big difference in engaging new hires.

Onboarding is an incredibly important component of the hiring process. Not only does an effective onboarding process help with retention, but it can help a new employee adjust to the corporate culture and feel more comfortable and integrated in their new position.

Create Clear 90-Day Milestones

It’s important to be clear and concise about your expectations for the first 90 days. Nothing is worse than feeling like a fish out of water because of a lack of direction and organization. Prior to the employee’s first day, you should create a schedule of what your new hire should be learning, observing, and doing each day.

To set them up for success, outline specific milestones for each phase of their onboarding journey. These could include mastering key tasks, building rapport with team members and supervisors, and getting familiar with company protocols.

This is also a great time to set expectations. As part of the onboarding process, we recommend clearly laying out expectations, including setting key performance indicators (KPIs). Provide clear definitions for each KPI.

For example, while “average call resolution time” might sound straightforward, it’s important to explain that achieving this goal with a high rate of customer callbacks or unresolved issues would not be considered a success.

During the first month of onboarding, we recommend meeting with the new hire at the end of each day to track their progress, answer questions, and provide further guidance.

Onboard With Technology

Another method is by using onboarding technology to create a more efficient and engaging experience for new hires. Why drown new hires in paperwork when digital tools can automate the entire process, from compliance forms to benefits enrollment? The right tools can reduce manual work, provide interactive learning opportunities, and ensure continuous support throughout the onboarding process.

Digital onboarding platforms give you a centralized hub where new hires can easily access important documents, training materials, and company resources at their own pace. This allows them to get comfortable in their roles and contribute to your call center’s success.

Remember, the first few months are important for new hires. Onboarding technology can personalize training for them using learning management systems(LMS). The result is retention because they feel connected to the onboarding experience

Establish Regular Check-ins

Regular check-ins and feedback loops are essential to keep agents on track. Encouraging new hires to reflect on their own progress through self-assessment helps them identify strengths and areas for improvement. Meanwhile, continuous feedback from managers provides valuable insights, reinforces achievements, and offers guidance on how to overcome challenges

At the end of each day or week, ask them which tasks they feel most confident about and which they feel least confident about. These daily or weekly check-ins with managers allow new hires to ask questions, share updates, and receive constructive feedback. However, It’s one thing to get feedback, but what matters is taking action on the feedback you receive.

Maybe they need extra support, training, or even a clearer roadmap. Whatever it is, showing new agents that you’re willing to make changes based on their feedback makes onboarding personalized. It’s a simple way to set up new employees for long-term success.

Measure Onboarding Success

So, you’ve brought in a new agent. How do you know if it’s actually setting your new agents up for success? Keep an eye on metrics like time-to-productivity, call handling performance, retention rates, and employee satisfaction to truly understand the impact of your onboarding efforts.

Time-to-Productivity

Are your new agents getting up to speed quickly? Time-to-productivity measures how long it takes for new hires to effectively handle calls and resolve customer issues. The quicker they are able to contribute, the more successful your onboarding process likely is.

Call Handling Performance

Metrics like average handle time (AHT) and first call resolution (FCR) will tell you how well new hires are engaging with customers. High performance here means your onboarding program is equipping agents with the right skills.

Retention Rates

Tracking retention rates can help you see if your onboarding process is setting the right expectations and helping agents feel supported. High turnover may suggest there are gaps in your onboarding experience.

Employee Satisfaction

Employee satisfaction surveys and one-on-one meetings can provide valuable insights into how engaged your new agents feel during the onboarding period. High satisfaction levels typically lead to higher performance and job satisfaction in the long term.

Last updated on March 26, 2025.

Transform your call center’s success with a strong onboarding strategy

A well-structured onboarding process is essential for the success of your call center. It’s not just about getting new hires to sign paperwork and learn the basics. It’s about creating an environment where they can thrive, feel supported, and perform at their best from day one. When onboarding is done right, it leads to higher performance, better customer interactions, and long-term retention.

Need some help with onboarding? At Salem Solutions, we know how to find the right candidates, and how to help employers keep them. Let’s talk!

Reference

1. First Impressions Are Everything: 44 Days to Make or Break a New Hire. www.bamboohr.com/resources/data-at-work/data-stories/2023-onboarding-statistics.