SESSION 406 Thursday, April 14, 10:00am - 11:00am Track: Support Center Optimization. Onboarding: It s Not a Destination, It s a Journey

Transcription

1 SESSION 406 Thursday, April 14, 10:00am - 11:00am Track: Support Center Optimization Onboarding: It s Not a Destination, It s a Journey Beth Jacobsen Team Manager- Technical Support, LeadPages beth.jacobsen@ave81.com Session Description Hiring people is expensive, but losing them costs even more. Take your new employees on a journey through your organization and help them pick up key lessons along the way. In this interactive session, you;ll be provided with the foundation for an engaging onboarding program, and you;ll walk away with ideas and templates you can immediately take back and implement. When employees feel informed, invested, and cared for, they will engage, produce, and perform! Speaker Background Beth Jacobsen has more than eighteen years of customer service experience, eight of those in the technical support realm. Beth is fanatical about the customer experience and passionate about recruiting, onboarding, and mentoring staff. She shares her passions every day as the team manager of technical support at LeadPages. Beth currently serves as president of the HDI Minnesota local chapter. She received her BA in sociology from St. Catherine University.

2 Onboarding: It s Not a Destination, It s a Journey Beth Jacobsen Do you remember??

3 Show of Hands Raise your hand if you have a formal onboarding process Length? Raise your hand if you think orientation and onboarding are the same. Orientation vs. Onboarding Orientation is an event. Onboarding is a process.

4 Survey Says According to the survey, companies lose 25% of all new employees within a year. 30% of companies reported that it takes a year or longer for a new employee to reach full productivity. 60% of companies indicated they don t set any milestones or goals for new hires.

5 35% of companies spend ZERO dollars! on onboarding, though it typically costs $11,000 to hire someone. 25% of companies said their onboarding program did not include any kind of training. Onboarding begins when the offer is signed! Your Rookie will never be happier than that daykeep the momentum going!

6 Campus Support Onboarding Preparation Calls and s Work Station Paperwork Orientation Tours Company Overview Intro to Core Values Engagement Mentor Program Peer to Peer Interactions Culture Immersion Integration Job Training Shadowing Weekly Meetings Evaluation 3-Month Rep to Advisor Graduation Identify your objectives! What do you want to achieve? Overview Informative Engaging Cultural Alignment

7 Make a list or three Define Objectives What must be included? What is nice to have? Who can do it? Make a schedule tweak as needed Create a shared calendar Before Their 1 st Day s from their mentor (include photo) introducing themselves from a team member Pass along "fun facts" or culture tid-bits Provide training plan so they know what to expect. Or at least a look at their first week or so Send a text on their first day letting them know we're excited to have them starting Invite your Rookie to lunch

8 You never get a second chance to make a good first impression! Later Start Time Welcome Picture Frame Candy Bar Lunch Fill their day First-Day Ideas

9 Share Your Culture! Company Overview: Bring in the experts! Dig up those hilarious company videos We do product demos

10 Shake it up Move around! Tours Scavenger Hunt Be Creative!

11 Welcome! You re One of Us Now Welcome message in Slack channel

12 Training

13 Combination of classroom, hands on, discussion, shadowing, mixed media Job Shadow- provide questions for the Rookie to ask their peer Attend our regular monthly meetings End of Day Review Session Is the Onboarding Working? Assessment starts on day 1 Assessment is built into online training Daily Review session End of Week Survey Scheduled check points Quality Assessment is done during Apprentice Phase Monthly Check-Ins

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15 Summary Preparation Orientation Engagement Integration Evaluation Q & A

16 Thank you for attending this session. Please don t forget to complete a session evaluation!