On Boarding

On-boarding and New Employee Training

The Project:

The client, a small firm providing talent acquisition solutions for health care facilities, contracted me because of the high rate of employee turn-over in their call-center. This low retention rate problem was impacting their business KPIs for recruitment campaigns. They found that employees were leaving within a few days or weeks from their start date. The biggest concern with new hires was their difficulty navigating the technical platform.

I conducted a needs assessment and I proposed a series of actions that included design of a new training manual, job aids, and training sessions for on-boarding. The training needs assessment and a task analysis identified the current frustration points and knowledge gaps of the employees. The identified goal is to improve the new hire training process and increase the retention of new employees.

To complete the training needs assessment, I interviewed SMEs, the call center manager, current employees and new employees. I reviewed their current training manual and participated in a new employee training session. After completing the training needs assessment, I presented the findings to the team and identified several action items that would improve the effectiveness of their training program.

Develop training manual for the technology platform
Develop a call strategy guide
Design remote training sessions

With client approval of my recommendations and next steps, I began the process of conducting a task analysis for the technical platform. Part of the difficulty for new hires was navigating through several platforms for instructions: Slack, Training Manual, On-Boarding Documents and the technical platform. The information needed to be streamlined for ease of use. Through multiple conversations with SME, I created a step-by-step manual for the main tasks for the call center agent.

I worked through the training manual draft with new hires to ensure readability and technical accuracy.

The storyboard was developed to identify key information to include in the training manual.

The drafts were reviewed and approved by the client.