New Agent On-Boarding Checklist

TYF Leadership Academy

Policy & Procedure





Department Organizational Development / Operations Campaign: (Put your campaign here)
Policy and Procedure New Agent On-Boarding Checklist Date: (Date you created this
document)

Created by: Reviewed by: Approved by:



(YOUR NAME)
Team Leader
YOUR CAMPAIGN




Josiah B. Caare
Organizational Development Manager


Patrick Revilla
Senior Operations Manager


Michael Eala
Assistant General Manager


Team Leader Internship Program Copyright Taking You Forward Inc. 1 | P a g e

Rationale:

Attrition is inevitable. Growth is expected. Adding new agents may it be due to attrition or growth, is part of the
organizations normal process. Turn-over rate for BPO industry is considered to be highly significant. With this
apparent and expected change, Team Leaders (who are the front lines of the organization to the agents) plays a vital
role in transitioning them from Training to the Real World.

This document aims to prepare the TL of the necessary items he/she needs to consider in welcoming a new agent to
his/her team.

Below, outlines the checklist prior to Agent On- boarding.

____ Ops Talk Conducted?
Note: TL/TLis should be present during Ops Talk. The following should be checked:
Were the expectations set realistically?
Were the KPI/Metric Goals Discussed?
Were the Ops Specific Policies Discussed?
Was the Attendance Adherence Emphasized?
Was the commission scheme clearly explained?
(ADD MORE IT SPECIFIC ITEMS, as necessary)

____ QA Talk Conducted?
Did the agents sign the Sign-Off Sheets?
Were the parameters clearly explained?
Were the questioned addressed properly?
(ADD MORE IT SPECIFIC ITEMS, as necessary)

IT Specific
____ CRM Credential of each agent
____ Network Credentials
New Agent On-Boarding Checklist
TYF Leadership Academy
Policy & Procedure





Department Organizational Development / Operations Campaign: (Put your campaign here)
Policy and Procedure New Agent On-Boarding Checklist Date: (Date you created this
document)

Created by: Reviewed by: Approved by:



(YOUR NAME)
Team Leader
YOUR CAMPAIGN




Josiah B. Caare
Organizational Development Manager


Patrick Revilla
Senior Operations Manager


Michael Eala
Assistant General Manager


Team Leader Internship Program Copyright Taking You Forward Inc. 2 | P a g e

____ Agents Folder in the Shared Drive
____ Agents Email Credentials
____ Agents Eyebeam Credential (if applicable)
____Agents Dialler Credential (VICI)
____ Headset
(ADD MORE IT SPECIFIC ITEMS, as necessary)

MIS Specific
____ Agents Seat Allocation
(ADD MORE MIS SPECIFIC ITEMS, as necessary)

Campaign Specific
____ Client Provided Dialler (Five9, Oktell, etc)
____ Client Provided Email Address- bearing their business domain (Ascentive.com, Lancaster.com, etc)
____ Chat Account Credentials
(ADD MORE CLIENT SPECIFIC ITEMS, as necessary)
Below are the checklist upon Endorsement to Operations from Training (After Academy Bay Period)

Training Specific
____ Endorsement to Probationary
____ Agents folder after Academy Bay (Containing the Trainee BSC)
____ Trainee BSC
Detailing the Performance of the Agent
FT Grade
PST Grade
ABay Grade
Trainers Comment
____ Significant Dates
Foundation Training Date
PST Dates
Academy Bay Dates
New Agent On-Boarding Checklist
TYF Leadership Academy
Policy & Procedure





Department Organizational Development / Operations Campaign: (Put your campaign here)
Policy and Procedure New Agent On-Boarding Checklist Date: (Date you created this
document)

Created by: Reviewed by: Approved by:



(YOUR NAME)
Team Leader
YOUR CAMPAIGN




Josiah B. Caare
Organizational Development Manager


Patrick Revilla
Senior Operations Manager


Michael Eala
Assistant General Manager


Team Leader Internship Program Copyright Taking You Forward Inc. 3 | P a g e

Probationary Status Date
Scheduled Regularization Date