Our Onboarding
Process
Dedicated People 2026 CBS
Let's go!
Table of Contents
Who we are
Trainee Journey
What we do
Training
Why we do it
Achievements
How our process works
Limitations
Team
Chantal Bojorquez
Onboarding Trainer
- About Me
- My Journey
- Drives me
- Leadership
'Tell me and I forget, teach me and I may remember, involve me and I learn -
What we do
THE FIRST IMPRESSION We serve as the company’s first professional touchpoint before trainees integrate with the wider operations team. Because we represent the "face" of Dedicated People, it is vital that our trainees receive a clear and accurate introduction to our culture. We ensure that everything taught during onboarding aligns perfectly with the real-world expectations they will encounter in the callcenter floors. PREPARING FOR SUCCESS As an Onboarding Trainer, my primary focus is to prepare new hires for the transition into their specific client training phase. We have developed a comprehensive training guide designed to equip every trainee with the foundational knowledge and technical skills they need to excel before they meet their assigned client. ALIGNING EXPECTATIONS By standardizing our training approach, we ensure that every agent enters the floor with a consistent understanding of our protocols. Our goal is to provide a seamless experience where the knowledge gained in the classroom translates directly into operational excellence and long-term success.
We prioritize
- The Study Hub (Vocabulary, QA, Speaking tools, call reasons, protocols
- Real-Time Performance Supervision EDUPAD
- Interactive "Hands-On" Presentations
- Employee Performance/Hiring
Why we do it
The goal of onboarding is to ensure long-term success and confidence. We do it to:
- Minimize the learning curve.
- Build a foundation of growth
- Ensure every new hire feels supported, heard, and prepared for their specific account responsibilities.
"Our Goal: Your Success is DP’s Success." We are not just training for a job; We are coaching you for a career."
Trainee Journey
Talent Profiling
OB Program
Wk1
Selection
Wk 2-6
Matching high-performers with specific client needs.
Intensive 5-week technical and system training.
Protocols and TAS Training
6 week training
Client Accepts trainee
Trainee Journey
T R A I N I N G
We do not use a traditional "batch" training model where one group finishes before the next begins. Instead, we operate a Rolling Intake System. New talent enters the pipeline every single week, creating two concurrent workstreams that must be managed simultaneously. We called them Onboarding 1 and Onboarding 2.
EXAMPLE When I am in "Room A" (Week 1 OB):
I am delivering an introduction (QA expectations, protocols, Medical and commercial training, industry overview).
Meanwhile, "Room B" is using the Hub to Self-Train. They are watching their designated Startel/Pinnacle video, consuming material, and completing their lessons independently. When I am in "Room B" (Weeks 2-6 Mastery):
I am supervising the System training providing expert-level feedback on group presentations, and refining system training.
Meanwhile, "Room A" is using the Hub to review the definitions of an Answering Service or complete their Protocol Quiz.
+ HUB
+ info
Achievements
Accountability for Attendance Increasing Performance Scores for Demand Clients AE The Problem: A "Picky" client with technically demanding requirements, where most trainees consistently failed, making placement incredibly difficult. The Result: Since deploying the new training, our trainees’ overall passing scores and placement success rates for this client have increased significantly. They are no longer a placement bottleneck.
Achievements
Proactive Talent Risk Assessment In Week 1 to identify and filter out "high-risk" trainees before the company invests significant time or resources in them. The Problem: Trainees who were disinterested, unable to follow instructions, or displayed no willingness to learn. The Result: We now send only committed, high-performing talent. If someone does not meet the criterias an email is sent with my notes and reason. Performance Review The Problem: Hiring had limited visibility into a trainee's actual capability. The Result: Hiring now has a weekly information for each trainee. It contains: Performance notes, warning/ write-ups, System tests, montly attendance check and a my notes of their performance during the 6 week training period .
Limitations
Individual Learning Paces: Fluctiation in Supervision : Tools restrictions :
Let's discuss
Thank you
Our Onboarding
Chantal Bojorquez
Created on March 24, 2026
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Transcript
Our Onboarding
Process
Dedicated People 2026 CBS
Let's go!
Table of Contents
Who we are
Trainee Journey
What we do
Training
Why we do it
Achievements
How our process works
Limitations
Team
Chantal Bojorquez
Onboarding Trainer
'Tell me and I forget, teach me and I may remember, involve me and I learn -
What we do
THE FIRST IMPRESSION We serve as the company’s first professional touchpoint before trainees integrate with the wider operations team. Because we represent the "face" of Dedicated People, it is vital that our trainees receive a clear and accurate introduction to our culture. We ensure that everything taught during onboarding aligns perfectly with the real-world expectations they will encounter in the callcenter floors. PREPARING FOR SUCCESS As an Onboarding Trainer, my primary focus is to prepare new hires for the transition into their specific client training phase. We have developed a comprehensive training guide designed to equip every trainee with the foundational knowledge and technical skills they need to excel before they meet their assigned client. ALIGNING EXPECTATIONS By standardizing our training approach, we ensure that every agent enters the floor with a consistent understanding of our protocols. Our goal is to provide a seamless experience where the knowledge gained in the classroom translates directly into operational excellence and long-term success.
We prioritize
Why we do it
The goal of onboarding is to ensure long-term success and confidence. We do it to:
"Our Goal: Your Success is DP’s Success." We are not just training for a job; We are coaching you for a career."
Trainee Journey
Talent Profiling
OB Program
Wk1
Selection
Wk 2-6
Matching high-performers with specific client needs.
Intensive 5-week technical and system training.
Protocols and TAS Training
6 week training
Client Accepts trainee
Trainee Journey
T R A I N I N G
We do not use a traditional "batch" training model where one group finishes before the next begins. Instead, we operate a Rolling Intake System. New talent enters the pipeline every single week, creating two concurrent workstreams that must be managed simultaneously. We called them Onboarding 1 and Onboarding 2.
EXAMPLE When I am in "Room A" (Week 1 OB): I am delivering an introduction (QA expectations, protocols, Medical and commercial training, industry overview). Meanwhile, "Room B" is using the Hub to Self-Train. They are watching their designated Startel/Pinnacle video, consuming material, and completing their lessons independently. When I am in "Room B" (Weeks 2-6 Mastery): I am supervising the System training providing expert-level feedback on group presentations, and refining system training. Meanwhile, "Room A" is using the Hub to review the definitions of an Answering Service or complete their Protocol Quiz.
+ HUB
+ info
Achievements
Accountability for Attendance Increasing Performance Scores for Demand Clients AE The Problem: A "Picky" client with technically demanding requirements, where most trainees consistently failed, making placement incredibly difficult. The Result: Since deploying the new training, our trainees’ overall passing scores and placement success rates for this client have increased significantly. They are no longer a placement bottleneck.
Achievements
Proactive Talent Risk Assessment In Week 1 to identify and filter out "high-risk" trainees before the company invests significant time or resources in them. The Problem: Trainees who were disinterested, unable to follow instructions, or displayed no willingness to learn. The Result: We now send only committed, high-performing talent. If someone does not meet the criterias an email is sent with my notes and reason. Performance Review The Problem: Hiring had limited visibility into a trainee's actual capability. The Result: Hiring now has a weekly information for each trainee. It contains: Performance notes, warning/ write-ups, System tests, montly attendance check and a my notes of their performance during the 6 week training period .
Limitations
Individual Learning Paces: Fluctiation in Supervision : Tools restrictions :
Let's discuss
Thank you