How should remote agents move from new hire training to a contact center team?
Since there is no easy way to implement a traditional (on-site) transition team for remote agents, this process needs to be recreated virtually. A transition team is where an agent is assigned to a small interim group that helps facilitate the progression from training to a permanent team. While on this team, newly trained agents should have access to assigned and dedicated support resources of 2 or more supervisors, team leaders or peer mentors so that someone is always available to answer their questions. The new agents should be given multiple ways to reach these resources and be encouraged to contact them. Once each agent reaches an expected level of proficiency, they should be moved to their permanent team and supervisor.