Category: FAQ
Excerpt: Efficient onboarding in shift work: WFM teams avoid high staff turnover and integrate new employees into day-to-day operations in a structured and predictable way.
New employees. New challenges.
The first working day in shift work is rarely easy. Different working hours, changing teams, hardly any orientation – in many service and dialog centers, new employees feel lost even in the first few days. This not only leads to frustration, but also, according to a study by Softgarden, to up to 20% of new employees turning their backs on their new employer after a maximum of 100 days (source: haufe.de).
Professional, structured onboarding can drastically reduce this rate – especially in a shift environment. Here, it is often decided in the first few weeks whether a successful recruitment process will result in stable employment.
However, many companies – especially in highly operational environments such as contact centers or BPOs – fail precisely at this point. Why? Because planning, training and communication are not synchronized. And this is precisely where the leverage lies: modern workforce management (WFM) systems can provide targeted support for onboarding – if they are used correctly.
Typical onboarding problems in shift operation
Discussions with team leaders, planning managers and HR departments have revealed a pattern: Many onboarding processes are well-intentioned, but not thoughtfully planned. Here are some typical stumbling blocks:
No coordinated induction plans
New employees are simply “clocked in” to the standard duty roster. Real training takes place between tickets, phone calls and breaks – usually on the side.
Lack of planning transparency
New colleagues don’t see who is there when, who is training them or what their next few weeks will look like. This creates uncertainty and dissatisfaction.
Excessive demands due to changes and speed
If new employees are immediately rotated between different shifts, channels or teams, there is no time for orientation and trust.
No comparison with learning curves
Familiarization phases do not follow a plan. Planning bypasses professional development. Employees are either underchallenged – or immediately overloaded.
No feedback
Neither planners nor team leads receive systematic feedback on whether onboarding is working. There is a lack of data, structures and escalation points.
How modern WFM systems provide targeted support for onboarding
A good workforce management system is much more than just a tool for shift planning. It can be a strategic instrument for better employee retention – especially in the onboarding process. The decisive factor is that planning must not only be efficient, but also people-oriented:
Map individual induction plans
A modern WFM system allows the planning of individual induction phases with fixed training slots, mentoring times and rest periods (e.g. no night shifts in the first few weeks). This makes onboarding plannable – for everyone involved.
Creating visibility and transparency
New employees can use the system to see who is supporting them and when, what their plan is and how their first time at the company is structured. This promotes security and a sense of belonging.
Synchronize capacity and learning curve
The planning can be tailored to experience levels: Beginners are given less complex tasks and more guidance. Progress can be gradually incorporated into the planning.
Integrate feedback routines
Good WFM systems offer options for documenting feedback on the induction process – e.g. through team leads or short employee feedback loops.
Self-service: promoting control and trust
Self-service access gives new employees an easy way to view their plans, change availability or clarify questions.
Practical example: How a BPO service provider optimizes onboarding
A medium-sized BPO service provider with over 1,000 employees in 3 contact centers faces the challenge of reducing high staff turnover in the first few months. The company introduces a structured onboarding model – supported by a WFM system.
The key to success:
- Training plans are stored as separate planning models in the WFM system.
- New employees can use the employee portal at any time to see when they are being trained and who their mentors are.
- Training times are firmly planned and taken into account as non-available time in capacity planning.
- The planning logic is gradually adapted so that the complexity of the tasks grows with it.
The result:
- Reduction of fluctuation in the first 100 days
- Planning adjustments are easier to implement
- Employees rated the onboarding process as "structured and motivating"
How opcycWFM makes your onboarding measurably better
opcycWFM supports HR, WFM teams and team leaders in organizing onboarding in shift work in a structured, comprehensible and human way.
Our customers benefit from:
- Training plans as planning modules
- Self-services via myOPCYC
- Integration of mentoring, training and live operation
- Capacity management at competence level
- Fast scalability at high recruiting speed
With opcycWFM the entry into the company is not only planned – but successfully designed.
Conclusion
Good onboarding in shift work is no coincidence – it’s a matter of planning. Those who integrate new employees in a structured manner reduce staff turnover, increase productivity and strengthen the employer brand.
Workforce management is thus transformed from an administrative tool into a success factor for sustainable employee retention – and opcycWFM provides the right basis for this.
Sounds interesting? Then experience in our free on-demand demo how opcycWFM can support your personnel planning in a practical and efficient way.
