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.

Onboarding: It’s Not a Destination, It’s a Journey

Beth Jacobsen

Do you remember??

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.

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.

http://hriq.allied.com/about/

http://hriq.allied.com/about/

• 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 day-

keep the momentum going!

Preparation

•Calls and Emails

•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

Campus Support Onboarding

Identify your objectives!

What do you want to achieve?

• Overview

• Informative

• Engaging

• Cultural Alignment

Define Objectives

• Make a list… or three

– 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 1st Day

• Emails– Email from their mentor (include photo) introducing

themselves– Email 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

You never get a second chance to make a good first

impression!

First-Day Ideas

• Later Start Time

• Welcome Email

• Picture Frame

• Candy Bar

• Lunch

• Fill their day

Share Your Culture!

• Company Overview: Bring in the experts!

• Dig up those hilarious company videos

• We do product demos

Be Creative!

• Shake it up

–Move around!

–Tours

–Scavenger Hunt

Welcome!

You’re One of Us Now

Welcome message in Slack channel

Training

• 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

Summary

Preparation Orientation Engagement Integration Evaluation

Q & A

Thank you for attending this session.

Please don’t forget to complete a session evaluation!