If you have spent any time in a contact center you’ve probably heard of the term “nesting”. It’s that phase for newly hired contact agents after they have had some initial classroom training but aren’t quite ready to go on their own.
On average, the ramp-up time for new agents is for two weeks. This doesn’t really give these agents enough time to digest all of the information they will need to be successful – at most, they will be able to greet the caller properly, and ask how they can help the customer.
To add to their pain, many companies are putting in place self-help tools for customers to use which means by the time they reach an agent, it’s a more challenging situation to handle.
Luckily there are some alternatives to this stage of onboarding. A term I heard recently was “phased nesting”. Meaning don’t force all agents hired at the same time to move through the onboarding process in lockstep. If you notice an agent is moving along faster than some of the others in the group – allow them to progress. This will maintain their engagement and self-confidence while the others moving slower are given more time to adapt to their new tasks.
One alternative we recommend is using our ACES™ simulator. ACES (accelerated engagement contact system) allows you to deploy realistic immersive simulations that use a phased-in approach to help agents get hands-on experience, with automated feedback from our built-in digital coach. This reduces the risk of taking a live call with an inexperienced agent and gives your managers the ability to see who is truly “floor ready” before placing them into the production environment.
To see ACES in action you can view some video samples by watching our Videos