1. SUPERVISOR
ONBOARDING
December 1-3, 2015

2. Needs Analysis
CCS, Inc. has decided to expand their current call center
of 10 employees to a call center of approximately 200
customer service representatives. In order to maintain
consistency across work teams, the company has decided
to promote and/or hire 12 new supervisors to oversee the
new work teams.
During the interview process, a training needs analysis
form was completed for each new hire candidate. After
compiling all the forms, the group needs were discussed
and recommendations were made to the hiring
manager(s).
Based on the recommendations from the HR Team, these
newly promoted or new hire associates will need to go
through an onboarding process in order to ensure they are
all proficient with the corporate vision, mission statement,
culture, and programs that will be used in their position.

3. The training needs analysis form needs to be
inserted here. With The High Level Training
Design tab behind it.

4. Insert the High Level Training Design Here with
the DetailedDesign Document tab behind it.
Then the Table of Contents tab right behind
that.

5. Detailed Design Document
Day 1
Prior to the participants arriving, the room should be set up with a copy of the participant manual
on each desk, a small table with pre-printed name tents, a table with breakfast items and a menu
for lunch choices, an overhead projector that can be connected to a laptop for presentations.
The participants should arrive no later than 9:00AM. Allow them 30 minutes to eat, find their
name tent, and chose a desk.
Promptly at 9:30AM, the first session will begin with a short welcome and discussion about CCS
Inc.’s Corporate Vision. This portion should last approximately an hour.
CCS, Inc. not only wants to provide the best customer service available but also impact the community. We
believe that our service should extend outside of the workplace. CCS, Inc. strives to impact the lives of our
customers by offering numerous opportunities to do community service and reach out to our customers. We
believe by having a great team of people who are bonded togetherto helping others then we can have a
great company built upon care, respectand assistance. Our ultimate goal is “spreading the powe r of
optimism through knowledge.”We believe by giving others the knowledge they need to answer their
questions happiness increases and overall optimism increases as a result.
The next discussion should immediately follow and be a discussion about the Corporate Mission
Statement. This discussion should be about 30 minutes in length.
Here at CCS, Inc., it is our intention to provide the best call experience for every client, to ensure we have
the best possible customerservice on the market. We believe,having a knowledgeable staff, will enable us
to provide the answers to any questions that our clients may have.
At this point it should be around 11AM. Give the participants a break of about 15 minutes.
Pick up again around 11:15AM and begin a discussion about CCS Inc.’s Corporate Culture. This
mini session should last about an hour to 75 minutes. However, whenever this session wraps
up, the participants can break for lunch and social time.
At CCS, Inc. we have high standards both in the service we provide and the team we hire. We strive to be a
company with genuine values that can be seenall through our work and in our staff. It is encouraged to do
community service and make an impact on others’ lives. It is our intentions to leave this earth better tha n we
found it and by out reaching to the community outside of work it reminds us why we started this
organization. This organization was started with the intentions of helping others find answers to the
questions they have. Shelli Sweet McCullough, Cody Morgan and Cheryl Walkerfounded this small firm in
2015 with the visionof providing the best service you could get in the call industry.

6. After lunch, conduct a 30-minute recap of the morning information and answer any questions the
participants may have.
The next hour and a half will be facilitated by the HR Team. They will help the participants
complete the New Hire Packets as needed.
Around 4PM check in with the HR Team and allow the participants to take a 15-minute break.
Round out Day 1 with a short question and answer session. Length can be flexible, but, try to
have the class wrapped up by 5PM.
Day 2
Prior to the participants arriving, the room should be set up with a small table with pre-printed
name tents, a table with breakfast items and a menu for lunch choices, an overhead projector
that can be connected to a laptop for presentations, and a laptop on each of the participant’s
desk that is connected to the company intranet.
The first session should be a recap of Day 1 and last approximately 30 minutes.
The next session will be a working session that should last about an hour. In this section the
participants should set up their individual Microsoft Outlook accounts.
When the participants have finished setting up their individual Outlook accounts, they can take a
break until approximately 11:15AM.
When the participants return from their break, direct them to the mock schedule that is found in
their participant manual under the “Participant Materials” tab. They should use this document to
enter their own schedule first and then the schedules of the employees listed on their sheets.
This task should last no longer than 75 minutes.
At this point it should be around 12:30PM, and the participants are free to break for lunch and
social time. They are due back in the classroom by 2:00PM.
Promptly at 2:00PM, you should begin a recap session about the morning activities. Have a
general discussion and answer any questions that the participants might have. Please keep this
Q&A to no longer than 30 minutes if possible.
At 2:30 the next working session should begin. This session is about setting up group meeting
requests in Microsoft Outlook. You will find the slides that are used in the PowerPoint
presentation that teaches this module. In addition to copies of the slides, you will find a narrative
for each slide.

7. Day 2 – continued
This presentation will be used for the final two modules of the day. The first part will be slides 1
through 5. This part of the day should last around 1 to 1.5 hours. Gage the time portion based on
how quickly the participants are able to learn the steps. Once they are able to do the steps
shown on these slides, let them take a 15-minute break.
Microsoft Outlook
Slide 1
Managing events in Microsoft
Outlook
By:
Shelli Sweet
Cody Morgan
Cheryl Walker
Intro: Welcome to CCS supervisor training. By learning
this platform, you are going to learn how to
professionally interact with colleagues ona level of
scheduling as well as event planning.
Slide 2
Learning Objectives
- Trainees will be able to create a calendar
- Trainees will be able to consolidate events into one planner
- Trainees will coordinate employees in an organization
professionally.
After you have watched the training module you
should be able to effectively use the tools proficiently.
You should also be able to train other employees on
creating calendars and consolidating events into an
electronic event planner and coordinate employees
throughout the intranet.

8. Day 2 – continued
Slide 3
Step 1
To beginthe training module, you will open up
Microsoft Outlook. Then you will select the calendar
tab at the top of the screen. Since Outlook is offered
in numerous platforms it is possible the setup might
differ slightly. However,they all offer a tab for
calendartypically located on the left side of the screen
or at the very top. After locating and opening this tab,
you then need to enter your work schedule into a
calendar.
Slide 4
Step 2
Next, locate on the top banner the option labeled “New
meeting request.” This will open a new window where
you can then create a meeting. This is how you can
setup an event company wide and see individual
availability for the company.
Slide 5
Step 3
Under the “new meetings portal” you are able to
format the entire calendarwith the subject,
location, time/date and eventhe reason for the
meeting.
Break for 15 minutes
here

9. Day 2 – continued
After the participants return from their break, pick back up with slide 6 and finish the
presentation. This session should be about 1 hour in length. Make sure before you close this
module that the participants are proficient in all the steps outlined in the presentation. You can
do this by walking around the room while they practice and watch them to ensure they have
learned the necessary steps.
Slide 6
Step 4
Once you have entered the “new Meetings portal”
within Outlook and established the meeting
credentials, you will be presented
with the ability to add associates youwant to send
this meeting invitation to.
Slide 7
Step 6
After establishing where the meeting is going to
take place,the reasonfor the meeting, and the
associates invited to attend the meeting, you
can then finalize the invitation by adding a
response optionso the associates can either
accept, decline or propose a new time to the
invitation. This step is also intended to recap
the process of making the invite in Microsoft
Outlook.

10. Day 2 - continued
Slide 8
Step 7
Uponcompleting all previous steps, you should
have a completed meeting invite within
Microsoft Outlook. There are also other training
modules offered for more advanced training.
To learn more about the advanced features of
Microsoft Outlook such as reserving a
conference room and the multitude of features
this applicationoffers, look in the CCS, Inc.
intranet under Training.
When you have finished with the above PowerPoint and the participants are comfortable with
working with these features in Outlook, it should be around 5:15PM. The remainder of the day
will be a wrap up of the modules presented today. This session is flexible with time; however, try
to end no later than 6:00PM.
Day 3
Prior to the participants arriving, the room should be set up with a small table with pre-printed
name tents, a table with breakfast items and a menu for lunch choices, an overhead projector
that can be connected to a laptop for presentations, a laptop on each of the participant’s desk
that is connected to the company intranet, and a phone.
The first session should be a recap of Day 1 and last approximately 30 minutes.
This module will introduce the Customer Service Solutions application. This is the in house ticket
tracking application. There should be an icon on the participant’s laptops for them to access the
program. Have them open the application and then go over the slides on the next page. Use
about an hour to go over this application.

11. Day 3 – continued
Customer Service Solutions
This is the first screen you will see when you open the application on your desktop. It will be
blank on your first day of work. But, going forward it will be a list of your customers and the
status of their request. When you answer a call, click on the “New Case” tab on the far left of the
ribbon. The following screen will open.

12. Day 3 – continued
Fill out as much of the information as you can during your call. Then, as quickly as possible,
after you hang up, complete the ticket and click on “Save and New” to end this request.
You can always use the Knowledge Base List to look up information if you need help with the
program. The Report Center will help you with the reports you will need to run as a Team
Supervisor. Finally, the Customer List will be the place you can look up current customer
information.
At the end of each day, click on the Save button. This will ensure that all of the tickets and
information you have worked on during the day are saved in the application.
Take a 15-minute break here.

13. Day 3 - continued
After the participants return from their break, the next 75-minute module will teach them how to
use our phone system. The following is the information that is necessary for them to know. Go
over the information at a pace that ensures they have learned the steps described.
We utilize a simple phone system here at CCS, Inc. You will be wearing a headset when logged
into the system. When a call rings through to your line, simple press the button that corresponds
to the blinking light. That will connect your call. Should you need to place the call on hold, simply
press the HOLD button once. To remove the hold, press the button to resume talking. If you
should need to transfer a call, press the button, after you hear a series of beeps, enter the
extension where the call is being transferred. You will then here a tone of the call ringing at the
new extension. When the call connects, please give a short introduction to the new associate as
to the nature of the call that is being connected. Forwarding information should include the
clients name, account number, call back number, and a brief nature of the call. When the
information has been acknowledged by the associate taking over the call, you may disconnect
from the call by pressing the END CALL button.
Break for lunch until 2:00PM
When the participants return from lunch, the next session will be a role playing session. Divide
the group into pairs. Have them switch off being a client and an agent. The agent will be doing
all the steps learned from opening the Customer Service Solutions application to answering the
call and completing a ticket on the call. Walk around the room to ensure that all the participants
have acted out both parts and are comfortable with the agent role. This will prepare them for the
last part of the day which will be the shadowing of an SME on the call center floor. At the end of
this session the participants can take a break until no later than 3:15PM. At this time, they will
need to report to the call center to be paired with an agent for shadowing.
The shadowing session should run until about 5:15PM. When the participants return to the
classroom, conduct a final wrap up and answer any questions they may have. At the close of
this session, provide the participants with your contact information in case they should need it for
follow up in the future.
This concludes this onboarding training. Thank all the
participants for their attendance. Certificates of completion

14. will be emailed to them within 48 hours of the completion of
the training.
Insert the Table of Contents tab here

15. Table of Contents
 Welcome
 Corporate Vision
 Corporate Mission Statement
 Corporate Culture
 New Hire Forms: HR Team
 Notes from Day 1
 Microsoft Outlook
 Notes from Day 2
 Customer Service Solutions
 Phones
 Notes from Day 3
 Evaluations
 Participant Materials
 References

16. Insert the Welcome tab here

17. Welcome
Over the next few days, you will be immersed in
CCS, Inc.’s onboarding training sessions. We are
excited to support you, any way we can, to be
successful in your new role. Over the next three
days, you will gain applicable knowledge on new
employee information, including a complete benefits
package and incentives associated with your
employment with CCS, Inc. Additionally, you will
receive training on computer software programs,
including Microsoft Outlook, to provide greater
efficiency when you begin your employment.
Thank you for attending these onboarding training
sessions. We hope the knowledge you gain will give
you the foundation for building a successful career
at CCS, Inc.
“Spreading the power of optimism through knowledge.”
Cody Morgan (Co-Founder)

18. Insert Corporate Vision tab here

19. Corporate Vision
CCS, Inc. not only wants to provide the best
customer service available but also impact the
community. We believe that our service should
extend outside of the workplace. CCS, Inc. strives to
impact the lives of our customers by offering
numerous opportunities to do community service
and reach out to our customers. We believe by
having a great team of people who are bonded
together to helping others then we can have a great
company built upon care, respect and assistance.
Our ultimate goal is “spreading the power of
optimism through knowledge.” We believe by giving
others the knowledge they need to answer their
questions happiness increases and overall optimism
increases as a result.

20. Insert Corporate Mission Statement tab here

21. Corporate Mission Statement
Here at CCS, Inc., it is our intention to provide the best
call experience for every client, to ensure we have the
best possible customer service on the market. We
believe, having a knowledgeable staff, will enable us to
provide the answers to any questions that our clients
may have.

22. Insert Corporate Culture tab here

23. Corporate Culture
At CCS, Inc. we have high standards both in the
service we provide and the team we hire. We strive
to be a company with genuine values that can be
seen all through our work and in our staff. It is
encouraged to do community service and make an
impact on others’ lives. It is our intentions to leave
this earth better than we found it and by out
reaching to the community outside of work it
reminds us why we started this organization. This
organization was started with the intentions of
helping others find answers to the questions they
have. Shelli Sweet McCullough, Cody Morgan and
Cheryl Walker founded this small firm in 2015 with
the vision of providing the best service you could get
in the call industry.

24. Insert Notes Day 1 tab here

25. Notes Day 1

26. Notes Day 1
“As leaders, we wanted to lead by example; and, the best way to do
this was helping others and making a genuine impact on the
community.” – Shelli Sweet McCullough (President)

27. Insert Microsoft Outlook tab here

28. Slide 1 Managing events in Microsoft
Outlook
By:
Shelli Sweet
Cody Morgan
Cheryl Walker
_____________________
_____________________
_____________________
_____________________
_____________________
_____________________
_____________________
Slide 2
Learning Objectives
- Trainees will be able to create a calendar
- Trainees will be able to consolidate events into one planner
- Trainees will coordinate employees in an organization
professionally.
_____________________
_____________________
_____________________
_____________________
_____________________
_____________________
_____________________
Slide 3
Step 1
_____________________
_____________________
_____________________
_____________________
_____________________
_____________________
_____________________

29. Slide 4
Step 2
Slide 5
Step 3
Slide 6
Step 4

30. Slide 7
Step 6
Slide 8
Step 7

31. Insert Notes Day 2 tab here

32. Notes Day 2

33. Notes Day 2
One of the largest reasons customers stick with a company is
because of their set of values. By upholding our values of integrity,
honesty and helpfulness we strive to lead above the rest and set the
standards in the industry.

34. Insert Customer Service Solutions tab here

35. Customer Service
Solutions

37. Insert the Phones tab here

38. Insert the
Notes Day 3
here
Our Phone System
We utilize a simple phone system here at CCS, Inc. You
will be wearing a headset when logged into the system.
When a call rings through to your line, simple press the
button that corresponds to the blinking light. That will
connect your call. Should you need to place the call on
hold, simply press the HOLD button once. To remove the
hold, press the button to resume talking. If you should
need to transfer a call, press the button, after you hear a
series of beeps, enter the extension where the call is
being transferred. You will then here a tone of the call
ringing at the new extension. When the call connects,
please give a short introduction to the new associate as
to the nature of the call that is being connected.
Forwarding information should include the clients name,
account number, call back number, and a brief nature of
the call. When the information has been acknowledged
by the associate taking over the call, you may disconnect
from the call by pressing the END CALL button.

39. Notes Day 3

40. Notes Day 3
American express has a similar style we like which is
“customers will never love a company until the employees
love it first.” – American Express Card, Inc.

41. Insert the Evaluations tab here

42. Pre-training Survey
Name: ___________________________
CCS, Inc. is always looking for ways to serve you better. Please take a moment to complete this short survey. This
survey will help us better serve your future needs.
Please fill out the following questions before attending the training session.
Excellent Good Average Fair Poor
1. New hire appointment
process
○ ○ ○ ○ ○
2. New hire applicationprocess
○ ○ ○ ○ ○
3. New hire communication with
HR
○ ○ ○ ○ ○
4. New hire benefits paperwork
○ ○ ○ ○ ○
Knowledge:
Please circle the appropriate response belowto indicate your responses before attending the training session.
How do you rate your knowledge about:
Very Low Low Moderate High
1. CCS, Inc. health insurance benefits
1 2 3 4
2. CCS, Inc. 401-K/retirement benefits
1 2 3 4
3. CCS, Inc. employee benefits
1 2 3 4
4. Clear communication of objectives
and expectations of your
employmentwith CCS, Inc.
1 2 3 4
5. Microsoft Outlook (utilization of
emails and appointment scheduling)
1 2 3 4

43. Post-training Survey
Name: ___________________________
CCS, Inc. is always looking for ways to serve you better. Please take a moment to complete this short
survey. This survey will help us better serve your future needs.
Please fill out the following questions after attending the training session.
Strongly
Agree Agree Neutral Disagree
Strongly
Disagree
1. The instructor was
knowledgeable about the
content of the training
program.
○ ○ ○ ○ ○
2. The instructor answered my
questions in a clear and
concise manner.
○ ○ ○ ○ ○
3. The training room was
comfortable during the
training session?
○ ○ ○ ○ ○
4. The Microsoft Outlook
software appointment
scheduling will be useful in
my job.
○ ○ ○ ○ ○
5. The time allotted for
training was adequate. ○ ○ ○ ○ ○
Did the training workshop meet your expectation? _____Yes _____ No
Are there any suggestions you would like to make that would improve this training in the future?

45. Insert Participant Materials tab here

46. Sample Team Supervisor and Team Schedule
Monday Tuesday Wednesday Thursday Friday Saturday
8am-5pm 8am-5pm 8am-5pm 8am-5pm 8am-5pm
8am-5pm 8am-5pm 8am-5pm 8am-5pm
8am-5pm 8am-5pm 8am-5pm 8am-5pm
8am-5pm 8am-5pm 8am-5pm 8am-5pm
8am-5pm 8am-5pm 8am-5pm 8am-5pm 8am-5pm
Sample Team List
Allen, Thomas
Coats, Michael
Frank, Shirley
Hart, Lisa
Morgan,Cody
Pattengil, Marsha
Sweet, Rochelle
Thompson,Aly
Walker, Cheryl
Yates, Angel

47. Insert Reference Page here

48. Welcome
Over the next few days, you will be
immersed in CCS, Inc.’s onboarding
training sessions. We are excited to
support you, any way we can, to be
successful in your new role. Over the next
three days, you will gain applicable
knowledge on new employee information,
including a complete benefits package and
incentives associated with your employment
with CCS, Inc. Additionally, you will
receive training on computer software
programs, including Microsoft Outlook, to
provide greater efficiency when you begin
your employment.
Thank you for attending these onboarding
training sessions. We hope the knowledge
you gain will give you the foundation for
building a successful career at CCS, Inc.