Customer support BPO · Training
New agent training and certification
Put every new agent on a client account through the same path to live tickets. The client grants system access through a shared link, and the agent leaves nesting only after the QA lead approves them.
- Duration: 2 to 4 weeks
- How often: For every agent joining a client account
- Steps: 8 steps
- AI agents: 1 AI agent
- Approvals: 1 approval
Free plan, no credit card needed.
What changes with this template
Without it
New agents wait days for client logins, and the training class starts without them.
Agents go live on gut feeling after a short training.
Each trainer onboards agents differently on each client account.
The client asks whether everyone on their account was trained, and nobody can show it.
With it
The client's administrator confirms access through a shared link, and the run shows when it is still missing.
Agents go live only after certification, nesting and the QA lead's approval.
Every agent on every account follows the same steps and checklists.
Each agent's run shows the training date, the test score and who approved them.
The template, step by step
Each step says who does it: someone on your team, an AI agent, or the client through a shared link. An approval keeps every later step locked until it is given.
- Done by your team
- Done by an AI agent
- Done by the client, through a shared link
Starts when
A new agent is assigned to a client account. The team leader starts a run with the agent's name, the client and the start date.
- 1
Prepare the agent's start on the account
Hidden from the shared linkDay 1Team leader · Team
Record the agent and the client account, check what the contract requires, and email the client's system administrator an access request with the agent's name, the systems needed and the shared link.
Checklist
- Background check done where the contract requires it
- Confidentiality agreement signed
- Access request sent to the client
Fields to fill in
- Agent name (required)
- Client account (required)
- Start date (required)
- Systems needed (required)
- 2
Client grants system access
Days 1 to 3Client system administrator · Shared link
The client's system administrator creates the accounts in the access request, then confirms through the shared link when they were created and any limits on what the agent may do, such as a refund limit.
Checklist
- Helpdesk account created
- Order or CRM account created
- Training environment access granted
Fields to fill in
- Accounts created on (required)
- Access limits
- 3
Complete product and policy training
Week 1Trainer · Team
Take the agent through the client's product, policies, refund rules, escalation criteria and data protection rules, and test every login.
Checklist
- Logins tested
- Product and policy modules done
- Escalation criteria covered
- Data protection training done
Fields to fill in
- Training completed on (required)
- Trainer notes
- 4
Take the certification test
Hidden from the shared linkEnd of week 1Trainer · Team
Have the agent take the client's certification test and record the score. If they do not pass, plan a retake and mark the run blocked until then.
Checklist
- Test taken under supervision
- Result discussed with the agent
Fields to fill in
- Certification score (required)
- Link to the test result
- 5
Handle supervised tickets in nesting
Hidden from the shared linkWeek 2Nesting coach · Team
The agent handles live tickets while the nesting coach reviews each reply before it goes out. Record the volume, the nesting QA score and any repeat mistakes.
Checklist
- Every reply reviewed before sending
- Daily feedback given
- Escalations handled with the coach
Fields to fill in
- Tickets handled in nesting (required)
- Nesting QA score (required)
- Repeat mistakes
- 6
Summarize the agent's readiness
Week 2Readiness summarizer · AI agent
The readiness summarizer turns the training, certification and nesting results into a short summary with strengths, gaps and coaching points.
Fields to fill in
- Readiness summary (required)
- Coaching points
Checked by: The QA lead checks the summary and decides on live tickets in step 7.
- 7
Approve the agent for live tickets
Hidden from the shared linkEnd of week 2QA lead · Team
Check the summary against the results and the client's targets, then approve the agent or extend nesting.
Checklist
- Certification passed
- Nesting QA score meets the client's target
- Summary checked against the results
Approval: The agent stays in nesting until the QA lead approves them for live tickets.
- 8
Add the agent to the schedule and queues
Week 3Workforce planner · Team
Put the agent on the client's schedule and queue routing, and let the client know who joined their team.
Checklist
- Added to the schedule
- Added to the client's queue routing
- Client told about the new agent
Fields to fill in
- First live shift (required)
Done when
The agent has passed certification and nesting, the QA lead has approved them for live tickets, and they are on the client's schedule and queues.
Make it yours. Rename steps, change owners and add checklist items, fields or approvals. The template is a starting point for the way your team works.
The AI agents in this template
An agent only works on its own steps, and a person on your team checks what it did. Anything an agent writes to a connected app waits for approval unless you allow it.
Readiness summarizer
Summarizes the agent's training, test and nesting results into a recommendation for the QA lead.
What it does
- Reads the training, certification and nesting results from steps 3 to 5
- Lists strengths and gaps against the client's targets
- Writes a readiness summary and coaching points into its step
- Completes its step, so the QA lead can decide
Checked by: The QA lead checks the summary and decides on live tickets in step 7.
Questions this template answers
Train them on the client's own product and policies, test them, and let them handle real tickets under supervision before anyone approves them. Steps 3 to 5 cover training, the certification test and nesting, and step 7 is the QA lead's approval gate.
Nesting is a period in which new agents handle real tickets while a coach reviews every reply before it goes out. Step 5 runs nesting with a checklist and records the tickets handled and the nesting QA score.
Send the access request on day one with everything the client's administrator needs, and make the wait visible. In step 1 the team leader emails the request, in step 2 the client's system administrator confirms the accounts through a shared link, and the trainer tests every login in step 3.
Decide on evidence: the certification score, the nesting QA score and the client's targets. In step 6 an AI agent summarizes those results, and in step 7 the QA lead checks them and approves the agent or keeps them in nesting.
Let AI pull the training, test and nesting results into one summary, and keep the go-live decision with a person. In step 6 the readiness summarizer drafts the summary and coaching points, and in step 7 the QA lead checks it.
Keep a training record per agent, with dates, scores and who approved them. The run records the training date in step 3, the certification score in step 4 and the QA lead's approval in step 7, so you can answer the client from one record.
Run this workflow in OKiDO
Set up the steps, owners and approvals once, then start a run for every new case.