5 Ways to Boost Agent Speed to Competence

Getting new agents up to speed quickly is one of the biggest challenges in any contact centre.

Yet it’s a tricky balance to master, as slow onboarding can impact customer experience, agent confidence, and team performance, whilst rushed training can lead to errors and frustration.

So how can leaders boost agent speed to competence without compromising quality?

We spoke to customer contact experts – Alex McConville, Dan Pratt, Naomi Smith, and Nerys Corfield – to find out how the right combination of preparation, support, and technology can get agents performing confidently, faster.

1. Get Agents Trained Up in the Office BEFORE They Do Any Work Remotely

When it comes to getting new agents up to speed quickly, an agent’s environment and support network can make all the difference.

“After trialling a hybrid model where new hires could choose to work from home or the office, we found our new remote agents weren’t progressing as we expected.

They just weren’t picking things up fast enough because they hadn’t got that network around them to overhear conversations or put their hands up for instant support.

Now, all new agents complete four weeks of classroom training followed by eight weeks on-site, supported by colleagues and coaches.

Once they meet key KPIs, they’re free to choose whether to continue working from the office or from home.

The results have been impressive. Agents are becoming competent faster – some even ahead of schedule – and early attrition has dropped significantly too.” – Naomi Smith, Contact Centre Manager at Worcester Bosch

If you are looking for advice to help improve your induction process, read our article: How to Revamp Your Agent Inductions

2. Use AI Simulations to Accelerate Competence

Another option is to embrace the growing role of AI-powered simulations in helping new agents reach competency faster.

How does it work? Well, rather than relying solely on traditional role plays – which can make new hires self-conscious – AI tools now allow agents to practise conversations in private and at their own pace.

“I’m seeing a lot of contact centres starting to use AI to simulate customer calls, gradually moving agents up through various levels of complexity and emotional depth.

For example, agents can say “Now, please give me a really angry customer” and practise that scenario.

This is such a clever use of AI that’s having a positive impact on speed to competency, as it takes away the dependency on chance interactions and ensures every agent experiences a full range of customer scenarios from day one.” – Nerys Corfield, Director of Injection Consulting Limited

The technology also provides instant feedback, helping agents refine their approach without the pressure of being observed.

They can sit in a room on their own with the AI tool, have a simulated conversation, and then digest their AI-driven feedback on how well they did and where they could improve.

For advice on building agent competence in your contact centre, read our article: The 6 Steps to More Competent Agents

3. Give Agents the Support and Resources They Need to Thrive

It’s equally important to make sure your new recruits have all the support and resources they need (to hand) to make life easier while they get up to speed.

“When there’s so much knowledge to digest all at once, often it’s the easy stuff that is forgotten first – such as how to log in or reset their password.

Yet having to keep asking these questions can erode their confidence. One way to help overcome this is to make sure all agents have a quick guide to hand (either on paper or in a knowledge base), so when they stumble on the simpler things, they can quickly look it up – rather than having to keep asking questions.

This approach can go a long way in helping them feel more independent much earlier on.” – Alex McConville, Contact Centre Consultant and author of ‘Diary of a Call Centre Manager’

Pairing new starters with a buddy can also help, acting as an appointed fail-safe for situations where agents might struggle, offering guidance in real time, whether in the office or via Teams or Slack.

Did you know 58% currently have this initiative in place in their contact centre – according to our latest Survey Report: What Contact Centres Are Doing Right Now

4. Identify Patterns and Process Gaps for Improvements

Also be sure to look out for themes and trends across the team. If multiple agents struggle with the same tasks, the problem may lie in the process, product, or system rather than the individuals themselves!

After all, if it’s taking a long time for a new recruit to learn something, this can pinpoint broader issues – particularly where multiple agents find certain workflows confusing or cumbersome. This signals a need for improvement in systems or CRM design and should be addressed quickly!

Quite simply, when the process is easier for everyone, it’s quicker for new recruits to learn and get up to speed too!

For expert advice on how to spot and fix broken processes, read our article: Key Signs of Broken Processes (and How to Fix Them)

5. Don’t Just Throw Them in the Deep End

And don’t just throw them in the deep end and hope for the best!

“While some managers favour a “throw them in at the deep end” approach, I prefer a more measured, step-by-step strategy that allows agents to build competence at a sustainable pace.

By combining structured preparation, process review, and measured onboarding, leaders can accelerate agent competence while reducing the chance for stress and errors.” – Dan Pratt, Founder & Director of DAP Consultancy

Rather than leaving new agents to figure things out on their first day, map out their strengths, weaknesses, and development priorities in advance, and progress accordingly! After all, careful planning and preparation form the foundation of fast and effective onboarding.

If you want advice to deliver a fast, quality training programme in just one month, read our article: Train New Agents in Just 30 Days

It’s About Setting Agents Up for Long-Term Success

Bringing new agents up to speed quickly requires a combination of structured training, practical support, and thoughtful use of technology.

To succeed, leaders also need to ditch the mindset that speed to competence is all about rushing new hires – instead it’s about creating the right environment, providing the right tools, and supporting them effectively so they can get up to speed quickly.

Contact centres that get this balance right don’t just accelerate learning; they improve confidence, reduce errors, and set their teams up for long-term success.

What Have You Tried to Increase Agent Speed to Competence in Your Contact Centre?

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With thanks to the following people for sharing their thoughts for this article:

• Alex McConville, Contact Centre Consultant and author of ‘Diary of a Call Centre Manager’
• Dan Pratt, Founder & Director of DAP Consultancy
• Naomi Smith, Contact Centre Manager at Worcester Bosch
• Nerys Corfield, Director of Injection Consulting Limited

If you are interested in learning more about improving your contact centre, check out our webinar: Raising the Bar for CX in 2026

For more information to help you improve your employee training and skill development programmes, read these articles next:

• How to Improve Your Agents’ Critical Thinking Skills
• Effective Ways to Unlock Agent Productivity
• How to Use Mock Calls to Improve Agent Performance – With Free Exercises

Author: Megan Jones