Nesting

What it means

Nesting is the supervised period between finishing training and joining the production floor. New agents take real contacts, but at reduced volume, with a trainer or dedicated support nearby and with quality reviewed far more closely than in steady state. It is a distinct phase with its own targets, not simply the first week of the job.

Why it matters

Nesting is where most early attrition is either caused or prevented, and it is the last point where a mis-hire can be caught cheaply. It also has to be modelled explicitly in the forecast, because nesting agents consume supervisor time and occupy a seat while contributing only partial capacity.

Common mistakes

• Staffing nesting agents at full productivity in the forecast. They are not full agents yet, and counting them as such under-staffs the queue.
• Ending nesting on a fixed date rather than on criteria. Graduating by calendar rather than by demonstrated quality pushes the problem onto the floor.
• Leaving no supervisor capacity for it. Nesting without close support is just an understaffed first week with a nicer name.

Related

See also

• RampThe period after training during which a new agent's productivity climbs toward the team standard.
• Speed to floorHow quickly a new hire moves from training onto live production.
• T&A: Time and AttendanceClock-in/out and worked-hours tracking.
• AttritionThe rate at which agents leave, voluntarily or not, over a period.