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Five frontline onboarding tips
Five frontline onboarding tips

5 Frontline Onboarding Tips To Boost Workplace Performance

The pandemic has taught businesses a lot of things; one of them is valuing the frontline workers. While most of us were working from home comfortably, these brave warriors were valiantly reporting on the field. 

Proficient frontline workers are truly a rare gem; once found, you cannot afford to lose them. Especially amidst the “Great Attrition” where the frontline workers are quitting jobs at record-breaking numbers. 

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Most of the new frontline employees get frustrated in the first few months without clear guidance on the processes and hence decide to quit the company. Moreover, the frontline workforce shortage has resulted in fierce competition for talent in the market. 

In the midst of talent turbulence, onboarding can help set a positive tone from the time a frontline employee enters the company. It ensures the new frontline hire has all the necessary resources to work efficiently in a fast-paced environment. 

What is frontline onboarding and why is it important? 

The frontline onboarding is a process that helps the new hires adjust to the new culture and understand all aspects of the job to deliver productive results quickly. It involves everything from knowledge dissemination to creating an environment where the new hire can get comfortable and interacts freely with colleagues. 

The frontline is the face of the company. A well-planned onboarding can help the frontline gain the confidence and knowledge needed to serve the clients efficiently. 


As per research, a well-planned onboarding process improves employee retention by 82%

Five tips for enhancing frontline onboarding 

If a frontline isn’t given the right onboarding, they will not perform as per the expectation, and the customer’s experience will get affected. For instance, while paying the bill, a customer has some coupons, and so he asks the waiter (who has newly joined) if the restaurant accepts it for discounts. However, the frontline was clueless and said he would check and get back. The customer got agitated as he had to wait. Unsatisfactory experience often leads to negative reviews that affect the company’s reputation. Hence the new frontline employees need to be onboarded effectively to ensure that they have the necessary knowledge to offer a great service to the clients. 

Here are a few effective tips to successfully onboard frontline employees

Be prepared by building a frontline onboarding plan

An onboarding plan can help simplify the onboarding process. It helps in maintaining uniformity while executing onboarding. For instance, you are a retail chain with branches in multiple cities. So it is important to ensure that the distributed workforce in all the stores receives the same onboarding experience. While communicating with the customer, all the employees should convey the same message and have the same tone. 

Hence create a detailed onboarding plan to offer a consistent experience for all your frontline employees:

  • Set goals and define the timeline for the onboarding process (for instance, 30, 60, or 90 days long) 
  • Determine the needs and responsibilities of the role
  • Determine the platform that you will use to onboard the frontline employees 
  • Create a checklist of the pre-hire items 
  • Make a checklist of information, resources, and product/process knowledge that needs to be covered during the onboarding process 
  • Plan the assessment during the onboarding 

Welcome the frontline before they join through pre-onboarding 

Pre-onboarding gives you an opportunity to connect with the frontline employees before they join the company. With the right communication, you can create a good rapport with the new hires. 

You can engage the employees even before they join the company, and here are a few ways to do it:

  • Congratulate the new employee for accepting the offer and becoming a part of the company
  • Send the new hire a welcome email where information like the joining date, time, address, and first-week agenda is mentioned 
  • Ask them the frontline to provide feedback on the hiring process by filling out a survey
  • Send a quiz to find out how much the frontline knows about the company
  • Share vital information that will impact the first few weeks of the new hire 
  • Share resources that will help the new hire understand the culture and values of the organization 
  • Share the paperwork to ensure it is completed before the employee joins the company

Create an onboarding journey that’s easy to follow 

Once the new frontline employee joins the company, introduce them to the onboarding journey. The onboarding journey can be 30 days to 90 days long or more depending on the requirement. An onboarding process normally consists of three phases – orientation, training, and development.  

Onboarding doesn’t need to end with product introduction and knowledge transfer in a week. Through deep analysis of on-the-job performance, you can find out the areas for improvement and provide development opportunities to your frontline employees

To make your work easier, Disprz LMS enables you to create a drip journey. 

For instance:

Day 1- Induction kit and details on roles and responsibilities 

Day 2 – Live session to get acquainted with the teammates 

Day 3 – Blogs on various customer uses case 

Day 4 – Quiz

Day 5 – Mock call to put prepare the new employee to handle challenging situations 

Day 6 – Graded assessment 

Consider microlearning on mobile for driving engagement 

Microlearning on mobile is a power-packed strategy that helps enhance frontline onboarding. You can effortlessly engage the busy frontline employees through small nuggets of information. 

Flashcards in multiple languages can help capture the attention of your distributed workforce. For instance, you have frontline employees in different cities, so you can present the content and assessment in their preferred languages and drive engagement during onboarding.  

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Touch base and follow-up frequently 

Regular check-in is crucial to make the onboarding process successful. It is important to follow up frequently and analyze to find out how much knowledge the employees are absorbing through the onboarding sessions. Based on the analysis, you can create a drip journey to bridge the skill gaps

Conclusion 

A strong onboarding process can boost productivity and improve retention. Hence focus on building a strong onboarding process using the right platform. With an advanced frontline enablement solution, you can effortlessly build an onboarding journey and track the progress to take real-time action. 

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