The onboarding manager is responsible for training preparation and provision. A training plan and schedule have to be prepared before the training start.
During the training period, management representatives (both company’s and Client’s management) can join any training session and get feedback from agents.
After each training, all agents have a test (knowledge, calls, chats, navigation in the systems, etc.) based on their results the Onboarding Manager decides whether the team is ready to go live or maybe some agents need to get additional sessions and perform tests one more time.