Project goal:Standardize the onboarding process for different agent types
What was done:
Developed a Google Sheet detailing the step-by-step onboarding process, including technical setup, account creation, and report inclusion for agents.
Introduced a "pre-onboarded agent" concept where agents use shared accounts across systems, with step-by-step onboarding guides for transitioning to full system access later.
Established a process for updating to a new version of technical systems, with agent training on the new functionalities.
Created an onboarding process for operational staff as well.
Achievements:
The onboarding process is now structured, ensuring no steps are overlooked, making it quicker and more efficient.
The "pre-onboarded agent" approach reduces time and resource waste for agents who are still in the trial phase.
Facilitated a smooth transition to new technical systems with step-by-step training and adaptation for staff.
The formal onboarding process ensures efficient knowledge transfer and quick training of new employees, especially given the turnover rate of operational staff.
