Guides new call center agents through a 30-day onboarding plan: daily tasks, AI call training, and pulse surveys.

HR sends a new agent a link to the bot — via email, QR code, or automatically from Greenhouse. The agent opens the bot in Telegram and immediately receives a structured 30-day onboarding plan. The bot guides them through each stage — product and systems in week one, AI role-play with a virtual customer in week two, first independent calls by the end of the month. On day 7 and day 30 a pulse survey is sent automatically, and the team lead sees every agent's progress in a shared dashboard.

Why it works

🎯 Agents are live faster — product knowledge, scripts, and systems are structured into a ready-made plan from day one

🤖 AI role-play trains agents on tough calls — without the risk of failing a real customer interaction

📦 Knowledge base and scripts always at hand — agents stay on script without interrupting colleagues

⚡ Team leads are freed from manual onboarding — the bot guides new hires step by step and flags delays automatically

KPIs

🏆 First independent call in 5 days — vs. 2–3 weeks with traditional onboarding

⏱ −60% team lead workload — no need to explain the basics to every new hire manually

📊 100% of new agents know the scripts by end of week one — consistent standard across the team

🔁 −40% mistakes after AI training — issues are addressed before going live, not after customer complaints

Who it's for

Built for inbound contact centers, adapts to any call center with regular hiring:

• Banks and insurance companies

• Telecoms and internet providers

• E-commerce and marketplaces

• Customer support and helpdesk teams

• Healthcare call centers and clinics

How it works

HR sends the new agent a bot link — via email, QR code, or automatically from Greenhouse. The agent opens the bot in Telegram and immediately receives a 30-day plan. The bot guides them through each stage — product and systems in week one, AI role-play in week two, first independent calls by the end of the month.

From day one, the agent knows what to do and who to ask — no stack of documents, no hour-long onboarding call.

Each day the bot sends a task from the plan: what to study, what to complete, what to mark as done — all structured.

If anything is unclear, AI answers from the company knowledge base — no calls to HR or the mentor.

AI plays the role of a customer and trains agents on handling difficult interactions. After each session — a full debrief: what worked and what to improve.

On day 7 and day 30 the bot automatically sends a pulse survey — the team lead learns about issues before the agent starts looking for another job.

If a task is not completed on time, the bot automatically sends a reminder — no manual follow-up from HR or the team lead.

The team lead sees every agent's progress in a shared dashboard: which stage they're on, how many tasks are done, and their test score.

The template already includes a ready-made call center agent onboarding plan — tasks load automatically. All you need to do is adapt them to your processes and scripts.

Day 1.
Task: Get to know the company, team, and work rules.
What to do: Meet HR and your mentor, learn the team structure, schedule, communication channels, rules, and where to find help.
How to check: Complete the Day 1 checklist in the bot and answer 3 quick questions.

Day 2.
Task: Understand the product and the customer.
What to do: Learn what the company sells or supports, who the customers are, and what requests they bring.
How to check: Mini-quiz and a short recap 'who is our customer and what matters to them'.

Day 3.
Task: Master knowledge sources and escalation paths.
What to do: Study scripts, regulations, FAQ, and templates; understand who to ask about what; practice finding answers and asking the mentor.
How to check: 3 situations in the bot: 1) answer is in a document, 2) answer needs mentor, 3) case needs escalation.

Day 4.
Task: Learn communication standards.
What to do: Tone of voice, greeting, call closing, prohibited phrases, rules for chat and phone calls.
How to check: Quiz with correct phrasing selection from multiple options.

Day 5.
Task: Review typical customer requests.
What to do: Study 5-7 most frequent cases and ready-made response scripts.
How to check: Case test with action choice for each scenario.

Day 6.
Task: Understand work tools.
What to do: CRM, customer card, statuses, comments, case transfer, logging the result.
How to check: Practical task in the system or bot simulation.

Day 7.
Task: First soft practice.
What to do: Complete a simulation of 3-5 dialogues with simple customer questions.
How to check: Bot scores answers with a checklist; mentor reviews errors.

Day 8.
Task: Learn to handle the unknown.
What to do: What to do when you do not know the answer, when to escalate, how not to lose the customer.
How to check: Walkthrough of 'I do not know' and 'needs transfer' situations.

Day 9.
Task: First responses under supervision.
What to do: Handle simple requests with mentor support or using templates.
How to check: 2-3 dialogues reviewed by supervisor or mentor.

Day 10.
Task: Mid-point check and error review.
What to do: Revisit problem topics, discuss what is still difficult, define an improvement plan.
How to check: Short quiz + mentor feedback in the bot.

Day 11.
Task: Build independence.
What to do: Handle more tasks without hints, but with the option to ask the bot.
How to check: Auto-check via checklist and spot-check of dialogues.

Day 12.
Task: Practice difficult phrasing.
What to do: Negativity, objections, hesitant customers, repeat requests, conflict situations.
How to check: Dialogue simulation with answer scoring.

Day 13.
Task: Near-independent shift work.
What to do: Work the standard task flow using the knowledge base and standard scripts.
How to check: Metrics, task status, share of requests handled without help.

Day 14.
Task: Onboarding wrap-up and development plan.
What to do: Complete the final test, receive feedback, define growth areas for the next month.
How to check: Final score, onboarding status, report for HR and team lead.

How to get started

This template runs on the Business plan. Custom setup for your company starts from $500 one-time.

1. Book a demo

We will discuss your goals, walk you through the features, and suggest a setup plan

2. Pre-setup call

We will collect information about your onboarding process: stages, tasks, roles, and who is responsible for what

3. We build and test the bot

We configure the knowledge base, load the onboarding plan tasks, and test the role-play call scenarios

4. Pay after you are satisfied

Only once you have confirmed everything works

What to prepare:

Your onboarding plan (or use the template ready-made one), call scripts, product knowledge base and FAQs, service quality standards

What else can be connected

🔗 Job boards (LinkedIn, Indeed) — bot launches automatically when a new agent is hired

📚 LMS platforms (TalentLMS, Docebo) — sync courses and progress with your learning platform

🗂 ATS (Greenhouse, Lever) — onboarding starts automatically when a candidate is moved to Hired

FAQ

Can I use my own onboarding plan?

Yes. The template already includes a pre-filled plan for call center agents. You can use it as is or replace it entirely with your own tasks.

How does the team lead track progress?

BuddyBot dashboard shows every agent completed tasks, test results, and pulse survey responses. Team leads receive alerts for delays and on completion — no manual tracking needed.

How does the AI call training work?

The AI plays the role of a customer and runs a role-play conversation using your script. After each response the agent receives feedback: what worked and what to improve.

Which messaging platforms are supported?

Telegram and BuddyBot App. The bot runs on all platforms simultaneously. No coding required.

AI Onboarding Bot for Call Center Agents