What Is Nesting?

Nesting is an important phase in the training and development of new employees in a call centre. It refers to the period immediately following formal training, where new agents are given the opportunity to apply their learned skills in a live environment but with enhanced support.

The nesting phase bridges the gap between classroom training and full integration into the call center, helping agents become fully prepared to handle customer interactions on their own.

5 Features of Nesting

1. Transition from Training to Practice

After completing their initial training, new agents enter the nesting phase. Here, they begin to handle real customer calls or interactions, but within a controlled and supportive environment.

2. Enhanced Supervision

During nesting, agents work under close supervision. Experienced agents or supervisors are available to provide guidance, answer questions, and offer immediate feedback. This support helps new agents build confidence and improve their skills in real-time.

3. Gradual Increase in Responsibility

The tasks assigned during nesting typically start with simpler or less critical interactions, gradually increasing in complexity as the agent gains confidence and competence. This phased approach allows agents to build their skills without feeling overwhelmed.

4. Performance Monitoring

Throughout the nesting phase, an agent’s performance is closely monitored. Supervisors track metrics such as call handling time, customer satisfaction, and accuracy in information provided. Feedback is given regularly to help the agent improve and reach the desired performance standards.

5. Completion and Transition

Once an agent demonstrates consistent proficiency in handling calls, they are considered ready to leave the nesting phase and join the general pool of agents. This transition is typically based on performance metrics and the agent’s confidence level.

Why is Nesting Important?

Nesting plays a key role in ensuring the success of new call centre agents. It reduces the likelihood of mistakes, improves the quality of customer service, and boosts employee confidence.

For the call centre, it means higher employee retention, as new agents are less likely to feel overwhelmed and quit. Moreover, it ensures that customers receive a consistently high level of service, even from newer employees.

Other Terms for Nesting

“Nesting” in a call centre context is known by several other names, depending on the organization or industry. Some of the common alternatives include:

• Transition Period
• Incubation Period
• Gradual Ramp-up
• Soft Launch
• Shadowing Phase
• On-the-Job Training (OJT)
• Mentorship Phase
• Controlled Environment Period
• Guided Practice
• Live Training Phase

In summary, nesting is a critical process in call centres that helps new agents transition smoothly from training to independent work, ensuring they are fully equipped to meet the demands of their roles.

To discover more great articles on onboarding, read these articles next:

• Going From Induction to Onboarding
• Clever Ideas for Induction Programmes
• 21 Top Tips to Improve Your Agent Onboarding
• 50 Call Centre Training Tips

Author: Megan Jones
Reviewed by: Robyn Coppell