From Passive Presentations to Applied Practice: Revamping Call Center Onboarding

• The Challenge: New telehealth agents were consistently underperforming on Quality Assurance (QA) metrics during their first 30 days on the phone, despite completing a full 40-hour onboarding program.

• The Solution: Immersed as a new hire to audit the onboarding experience, identified a major gap in hands-on practice, and partnered with UX designers to build interactive sandbox environments for live-system and chat simulation.

• The Impact: Drove a 12% increase in new-agent QA scores within their first 30 days while accelerating system fluency and frontline confidence.

From Paper Manuals to Digital Speed: Transforming Frontline Knowledge Access

• The Challenge: Persistent onboarding friction and high Average Handle Times (AHT) driven by a workflow where agents relied on a 500+ page paper manual during live patient calls.

• The Solution: Immersed directly into new-hire training and frontline shadowing to diagnose root-cause bottlenecks, then co-developed a searchable digital knowledge hub and revamped the onboarding curriculum around real-time application.

• The Impact: Reduced call handle times accelerated time-to-proficiency and drove a 12% increase in Quality Assurance (QA) scores.