On-the-Job Training: Phased Nesting Model

The phased nesting model and variants of this model can be a very strong process to bring qualified, confident representatives to your customers.

This model requires four roles:

• Representatives - your front-line workers
• OJT Coach - may be a dedicated position, a trainer, or a transitional supervisor
• Supervisor - the permanent line manager for the representative
• Tenured reps - These exemplary reps. serve as floor support

After the representative successfully completes training, he or she is introduced to the OJT coach. The OJT coach serves as the in-between for the associate as he or she transitions from training to operations. It is important that this transition be smooth, not only because you want to keep your representative, but ultimately the representative will be speaking to your customers and he or she will have a direct impact on your business.

How To Structure Phased Nesting:

Duration: The overall length of nesting may vary depending on need, contract details, and complexity of the account. Nesting must be a minimum of three days and may be as much as six to eight weeks if needed. Each phase should be approximately the same length and may be determined by dividing the total number of nesting days by three. For example a two week (10-day) nesting would divide into:

• Phase One: 3 Days
• Phase Two: 3 Days
• Phase Three: 4 Days

Phase One: This is the Hatchling Phase. In this phase, we're handling new representatives with care by easing them into call handling. A typical day in this phase should look like this:

• 30 min - Review of systems and updates (additional time on the first day to log in to phones and systems if needed)
• 75 min - Round Robbin (i.e., taking calls in three's, which includes a tenured representative in the trio. Each member takes one call while the other two observe, then rotate.)
• 15 min - Debrief call taking. Utilize a "parking lot" for questions requiring additional detail.

[15 min - BREAK]

• 75 min - Round Robbin
• 15 min - Debrief call taking. Review "parking lot" questions
• 30 min - Up-training / Skills training

[30 min - LUNCH]

• 105 min - Round Robbin
• 15 min - Debrief call taking. Review "parking lot" questions

[15 min - BREAK]

• 90 min - Round Robbin
• 30 min - Debrief and emphasize systems usage

Phase Two: This is the growing chickling phase. In this phase, we're increasing the amount of time on the phones. This is primarily accomplished by reducing the "Round Robin" teams to teams of two, instead of three. Retain half of your tenured representatives used in the previous phase as floor support for the representatives. The tenured associates should move between two teams, listening in as calls are taken and providing real-time feedback as appropriate. The same schedule shown for Phase One, may be used for Phase Two.

Phase Three: Our representatives are preparing to fly in this phase. Again, we will increase the amount of exposure to taking calls in this phase. This time we increase the amount of time for associates by putting each representative on their own calls. Retain half of the tenured representatives from phase two for this phase -- this gives you about one tenured representative for every four new reps. In the final day of phase three, make sure to build in time for reps to meet their supervisors and set up a formal hand off between the OJT Coach and the reps' supervisors.

Graduation note: Before allowing reps to go with their supervisor to take calls, ensure they've met minimum expectations for things like, AHT, FCR, Quality, etc.

If a phased approach like this is used, there will be a shorter learning curve, happier employees, and better customer satisfaction. The ROI on phased nesting has been proven time and again.