Agent Onboarding & Certification Process

We have developed an optimized onboarding process that guarantees proficient agents for our customers while providing unlimited scalability.

Using AI, we are able to match the perfect agents to your contact center needs.

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Our agent onboarding flow

Verification

Agents are required to meet stringent background and technical requirements before they advance to the certification stage.

Certification

Once verified, agents are tested for proficiency as they work through self-certification and cohort certification of specific training material.

Nesting

After agents complete certification with 100% accuracy, they can take calls with close monitoring from a ShyftOff coordinator.

Here's how we find the best agents

ShyftOff’s AI-matching technology identifies the best agents

With ShyftOff’s AI model, we extract key experience indicators, certification proficiency, and soft skills requirements to match them to campaigns.

Our optimized LMS scores on accuracy and proficiency

Certification is tailored to each customer and designed to attract and retain high-performers. 

We convert your existing training it into our LMS system to enable verified agents to self-certify. Agents must demonstrate 100% proficiency in the training material before taking calls.

Certified agents are powered by dedicated support

Once an agent is certified, they are paired with 24/7 support from our Star Agents and ShyftOff Coordinators.  

These experts provide real-time support and triage while agents are working to reduce error and exceed customer expectations.