On average, contact centers experience up to 50% attrition during onboarding costing $10-21K per agent.
Avoid ‘job shock’.
See how Centrical elevates the frontline agent onboarding experience so that from the start agents feel supported, welcomed, empowered, and heard.
A strong onboarding experience can result in:
Increased speed to proficiency
Missions are built into structured learning paths where agents are guided to complete training in the right order from start to finish. As agents progress, they earn points and level up, keeping them motivated and engaged.
Learning is fun with interactive learning missions and custom role play simulations. Plus, AI-driven knowledge refresher quizzes address knowledge gaps. And learning content is quick to create with GenAI-powered content creation tools.
Agents can monitor their progress and knowledge success as they advance with learning KPIs. Completing learning activities improves their standing in the onboarding game and individual and group challenges keeping them laser focused to reach the finish line.
From the moment they start, agents are hooked and inspired to complete missions, leveling up, receiving peer and manager recognition, and unlocking new courses and milestone badges. Once they graduate, they can redeem their coins in the virtual store for gift cards, swag, and non-monetary perks, like PTO.
This is only the beginning. Experience Jen’s first day, week and month as a newly hired contact center agent who is onboarding through the Centrical platform.
Cut onboarding costs
Increase training throughout
Decrease fallout rates
The time between a new hire’s offer and their first day is a low-engagement “danger zone” that makes it easy for new hires to quit before they start. But first-day ghosting is largely preventable. Below are eight opportunities to engage with your new hires to increase the chances they will show up for their first day.Find out more
New Hire voluntary turnover in the contact center is costly: anyone who leaves the organization within the first 90 days of employment will not have made up for the costs involved in hiring them. According to the 2020 Retention Report by the Work Institute, 3 out of 4 employees resign for preventable reasons, with about […]Find out more