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Shaping Effective Onboarding Strategies: An Insight into Cyberbacker’s Approach

Shaping Effective Onboarding Strategies: An Insight into Cyberbacker’s Approach

Theresa Coo is the Vice President of Cybercare at Cyberbacker, the leading provider of virtual assistance services and administrative support worldwide. Coo is an expert on effective onboarding and offboarding processes for remote companies, and she specializes in workforce experience and employee engagement.

Theresa Coo, VP of Cybercare at Cyberbacker, shares her journey from legal and contracts backer to overseeing all processes and functions of the Contracts and Cybercare teams. She provides insights into the critical steps involved in creating efficient onboarding processes, the importance of integrating company culture, and the role of goal setting. Theresa highlights the benefits of their unique 100-day onboarding process and how technology assists in its implementation. Regular check-ins are also discussed as a key element in ensuring successful onboarding and employee engagement.

When did you start your career?  Could you also share some of your key responsibilities in the company?

I started my career at Cyberbacker back in February 2021. I started as a Legal and Contracts backer who handles contracts and cases for the company. I was promoted to Director of Loss Prevention and Mitigation team, which handles Onboarding, HR, Rewards and Recognition. Then I was promoted to VP of Cybercare (the Legal and Contracts Team and the CBLPM team were joined together and formed the Cybercare division)

My role as the VP of Cybercare includes overseeing all the processes and functions of the Contracts team, both Independent Contractor and Client-facing parts—we manage the sending, keeping, and creating of contracts for the company, including its interpretation and enforcement. This also includes managing the onboarding process of the company from the time they sign the contract up to the 100 days of onboarding. The Rewards and Recognitions team ensures that we provide our independent contractors with perks that will contribute to their overall engagement with the company. This includes HMO, Recognitions and Awards, Contests, Announcements, Celebrations, Events, Bonuses, and Gifts.

As an expert in structuring effective onboarding and offboarding processes for remote companies, what in your opinion are the crucial steps involved in developing an efficient onboarding team?

First, you have to know your company, and your company’s values and make sure that you understand them because each part of the onboarding process must be anchored in your company’s values.

Second, know the company’s processes that are crucial to the success of a newly-onboarded member. These processes must be segregated and organized according to the need of the organization and plotted properly in the onboarding timeline.

Third, know your team members or members of your organization.

Once you are ready with the above information, you then proceed to create the plan.

Create a map of how the onboarding process will go and create a checklist of onboarding processes. The map creation will give you an idea of which parts of your program connect with one another, the next steps, and if they show a flow that will help you achieve your onboarding goal.

Then lastly, once you have outlined your program, you must create the tone of your onboarding process. This is to ensure that you find interactive approaches in implementing the onboarding steps.

The incorporation of company culture into the onboarding process is often regarded as vital. Can you discuss why this is so important and how you manage to do this at Cyberbacker?

Culture drives many things in an organization, such as team member satisfaction, loyalty, retention, sense of inclusion. These play a significant role in how a new member will adapt to the company.

100% of the time, new members are not comfortable when they come into the organization. They are anxious about how to interact, how to speak, what to do, and what not to do. That is why during the first day of the onboarding process in Cyberbacker, we ensure that we welcome team members to the company in the most welcoming way possible. Despite the number of attendees in the session, we ensure that each division finds time to welcome the new members. We also make sure that we remind them that open communication is welcome in Cyberbacker.

Goal-setting strategies are typically considered a significant component of the onboarding process. What do you think are the main reasons behind their importance and how they should be implemented?

Goal-setting is important because it serves as a guide for the member and the company. If the goal and expectations are set properly, the team member will have a sense of direction and will not feel lost in the process. They will be aware of the standards that they need to follow to measure success and performance. It also provides for engagement and a proper increase in morale.

The 100-day onboarding process seems to be a unique approach. How does this extended timeline help in addressing the limitations of traditional onboarding processes?

The extended process makes it more digestible. Newly onboarded team members are bombarded with so much information from day one. It is a crucial part of the relationship between the company and the team member and should not be rushed. Proper timing is necessary to ensure that the information provided is absorbed properly. This process eliminates information overload and gives more time for CFUs. The extended onboarding time also makes the relationship stronger because it builds a more solid foundation in the relationship.

Considering the length of the onboarding process, how does technology assist in facilitating the 100-day onboarding program at Cyberbacker?

Technology plays many different roles, and it is very important, especially since we are working virtually. Both hardware and software technologies play a significant role in our successful onboarding process. The basics are a must: Computers that have ample power to conduct the processes needed. Headsets that can provide clear communication. A strong internet connection that can support the needs of the job and the onboarding process. We also use various software applications to help us facilitate onboarding sessions and meetings. There are many different applications to help create exciting and engaging experiences, presentations, and activities.

Regular check-ins are seen as an essential part of the onboarding process. In your experience, how often should these check-ins be scheduled, and why?

It is not only the number of check-in times that is important, but the timing of the check-ins is crucial as well. Apart from the first day of the meet and greet session and onboarding, there should be a check-in after one week, then on the second week, then on the first month, 60th day, and 90th day. This should be a different part from the regular coaching calls being conducted by the actual trainers with the newly-onboarded member.


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