A new hire is most productive when they can find everything in one place. Here is a simple framework for getting them up to speed without wasting their first days on friction.
The first week sets the tone for a new agent. If they spend it hunting for logins, asking where things live, and waiting on access, they learn that the job is mostly friction. If they spend it talking to clients with the right tools in front of them, they learn that the job is about relationships.
Day one: access and orientation
Have their account, phone number, and permissions ready before they sit down. Walk them through where client records live, how conversations are logged, and how to find their tasks.
The goal of day one is simple: they should be able to look up a client and see the whole picture.
Day two to three: shadowing
Let them listen to real calls and read real conversations. Recordings and full message history mean a new agent can learn your agency voice without needing a veteran to sit beside them every minute.
End of week: real work, with a net
By the end of the week, a new agent should be handling real client interactions with templates, saved responses, and a manager who can see their activity and step in when needed.
Confidence comes from doing the work, not from watching it.