Sample deliverable

30-Day Onboarding Curriculum

The actual training program structure delivered in our Training Program Build engagement. From Day 1 to Tier-1 certified in 30 calendar days, with assessment gates that prevent unprepared agents from reaching production.

↓ Download as Word (.docx) View the Training engagement →

Program overview

The curriculum delivers a new customer service hire from Day 1 to certified-to-handle-Tier-1-contacts in 30 calendar days. Three phases, four assessment gates, and a clear remediation path when someone isn't ready to progress.

01
Days 1–10

Foundation

Brand voice, product knowledge, internal tools, and shadow-only contact exposure. Assessment gate at end of Week 1.

02
Days 11–20

Supervised handling

Trainee handles real contacts under close supervision with same-day feedback. Assessment gate at end of Week 2.

03
Days 21–30

Independent + certification

Trainee handles full contact mix independently. Day 30 is certification day with a 4-instrument assessment.

Week-by-week structure

Week 1 · Days 1–5

Brand, Product, and Tools

Foundation week. Trainee learns who the company is, what it sells, and how the team operates. No live customer contact.

Day 1 Orientation & Brand Voice

  • Welcome, paperwork, intros (HR-led)
  • Company history, mission, customer promise
  • Brand voice deep-dive — three-tier voice guide with worked examples
  • Role-play: identifying which voice tier matches each situation
  • Workspace setup, account access, shadow assignment for Day 2

Day 2 Product Knowledge Part 1

  • Core product walkthrough with live demo
  • Product positioning — why customers buy, common misperceptions
  • Product knowledge quiz #1 (open book, 15 questions, pass = 70%+)
  • Shadow supervisor on live contacts (observation only)

Day 3 Product Knowledge Part 2 + Edge Cases

  • Less-common products, complex configurations, regional variations
  • Edge cases workshop — the 10 hardest product questions
  • Product knowledge quiz #2 (closed book, 25 questions, pass = 75%+)
  • Tools orientation — CRM, ticketing system, knowledge base

Day 4 Tools & Process Mastery

  • Hands-on with CRM/ticketing — create test tickets, log notes, route
  • Knowledge base navigation drill — find article in <30 seconds
  • Internal escalation pathways — when to ask for help, who to ask
  • Shadow handling of complex contacts with senior agent

Day 5 Empathy + Week 1 Assessment

  • Empathy fundamentals — PEARLS framework introduction
  • De-escalation foundations — 4-step model (Acknowledge, Validate, Apologize, Act)
  • Role-play with senior peer — 6 scenarios, 5 minutes each
  • Week 1 written + role-play assessment
GATE: 70%+ on assessment required to proceed to Week 2 supervised handling. Remediation plan triggered if not met.
Week 2 · Days 6–10

Supervised Live Contact Handling

Trainee begins handling real customer contacts with a supervisor sitting alongside. Same-day debrief on every contact.

Daily structure

  • 0830-0900: Daily huddle — yesterday's debrief, today's focus, current updates
  • 0900-1200: Supervised live contacts (8–12), supervisor co-listens
  • 1300-1500: Continued supervised contacts
  • 1500-1600: In-depth debrief on 2 contacts
  • 1600-1700: Self-directed KB review

Daily focus areas

  • Day 6: Account inquiries — billing, password reset, profile updates
  • Day 7: Product questions — pre-purchase, post-purchase, feature usage
  • Day 8: Returns and refunds — policy application, exception handling
  • Day 9: Complaints — intake, empathetic acknowledgment, first-attempt resolution
  • Day 10: Week 2 assessment — supervisor scores 5 random contacts against the QA scorecard
GATE: 70%+ across the 5-contact assessment AND adherence to escalation thresholds. Additional supervised handling if not met.
Week 3 · Days 11–20

Independent Handling, QA Checkpoint

Trainee handles the full Tier 1 contact mix independently. Supervisor reviews completed contacts via QA scorecard rather than co-listening live.

Days 11–15 Independent handling, daily review

  • Daily contact target: 30–40 contacts
  • 15-minute morning + 15-minute EOD check-in with supervisor
  • 3 contacts QA-scored per day; results reviewed next day
  • Trainee may escalate at any time — no shame in asking
  • Day 13: 1:1 with trainer to review progress, surface concerns
  • Day 15: Mid-Week 3 QA snapshot vs tenure benchmark

Days 16–20 Expanded mix + peer collaboration

  • Add Tier 1.5 contacts: low-complexity escalations, multi-system tickets
  • Pair with rotating senior peer 30 min/day to learn one specific skill
  • Day 20: Week 3 assessment — full QA review of trailing 20 contacts + 2 role-plays
GATE: Sustained 75%+ QA score across the 20-contact review. Return to supervised handling for 5 days if not met.
Week 4 · Days 21–30

Tier 1 Certification

Final week. Trainee handles the full Tier 1 contact mix at full volume. Day 30 is certification day.

Days 21–28 Full production, focused improvement

  • Daily contact volume at full tenure-1 target
  • Two coaching 1:1s during the week (30 min each)
  • One peer-observation day with Tier 2 agent
  • Day 24: Trainee identifies focus area for coaching Days 25–28

Day 29 Certification prep

  • Morning: Trainee reviews last 20 QA scorecards, identifies trends
  • Afternoon: 90-min final role-play assessment — 4 scenarios

Day 30 Certification Day

  • 0830-1030: Final written assessment + QA review of 10 most recent contacts
  • 1030-1130: Certification interview with trainer and supervisor
  • 1130-1230: Certification decision delivered
  • Certified: Celebrated and transitioned. Not certified: Coaching plan + Day 45 retake.
CERTIFICATION BAR: 75%+ on QA, 70%+ on written assessment, passing role-play, supervisor confidence the trainee can independently handle the Tier 1 mix.

The four assessment instruments

Every gate uses one or more of four standardized assessment instruments. The full engagement delivers all four calibrated to your operation.

1. Written knowledge assessment

Multiple-choice and short-answer covering product, policy, process, and brand voice. Standardized across cohorts for benchmarking. Updated quarterly.

2. QA scorecard application

The same 20-item QA scorecard used in production evaluation, applied to the trainee's actual contacts. 5 contacts per assessment, spread across contact types and channels.

3. Role-play assessment

Standardized scenarios performed with a senior agent or trainer playing the customer. Four per assessment: empathy/de-escalation, product complexity, escalation judgment, resolution efficiency.

4. Supervisor confidence check

Structured 1:1 at each gate. Three questions: Can this person handle the next tier independently? What would derail them? What additional support do they need?

What you actually receive in the engagement

This sample shows the structure. The full Training Program Build engagement delivers:

  • This 30-day curriculum, calibrated to YOUR tools, products, brand voice, and contact mix
  • Day-by-day facilitator guide with talking points, role-play scripts, and quiz questions
  • Trainee handbook (printable and digital)
  • The QA scorecard used in assessments — same one used in production QA
  • Tier-progression framework with skill maps, assessments, and coaching prompts
  • Certification process with rubrics, scoring sheets, and reporting templates
  • Trainer enablement materials — what your internal trainer needs to deliver the program
  • Train-the-trainer handoff session at engagement close

Want a curriculum calibrated to your operation?

The Training Program Build delivers this curriculum plus the tier-progression framework, assessment rubrics, certification process, and trainer enablement materials your team needs to run training credibly. $5,500, 6 weeks, fixed scope.

View the Training Program Build → Book a discovery call