eLearning courseDyninno Group

New-Agent Onboarding Course for Supervisors

Five eLearning modules that teach sales supervisors how to onboard a new agent step by step over the first 120 days, instead of covering everything on day one.

Audience: Sales supervisors who onboard new agents
Format: 5 eLearning modules, mini-cases, downloads
My role: Instructional design, scripts, build
Tools: iSpring Suite, Mindtickle

Module 1: the new agent's first morning.

Problem: Most new agents who resigned left in their first two months, and supervisors tried to teach everything on day one.
What I did: Designed and built 5 story-based modules, with a checklist or script for each of 25 techniques.
Status: Published in Mindtickle. Success measures are defined.

The problem

Most supervisors onboard the way they were onboarded.

Day one covers the systems, ten names, booking rules, refund policy and escalations, all before lunch.
People can only take in a few new things at once. The new agent says "got it" to everything, then freezes on the first real call.
Supervisors had no guide to what a new agent needs on day one versus week six.

The course

5modules, one per stage of the first 120 days

25techniques, each with a checklist, script or template

1supervisor's playbook with every technique in one place

Course intro screen listing 25 techniques, scenarios, templates, practice exercises and a playbook — The course tells supervisors what they leave with before the first lesson.

Design decisions

Show the mistake before the fix

Lesson one opens at 8:55 on the new agent's first day. Supervisors recognize their own habits before the course shows a better way.

One module per onboarding stage

From day one ("create safety") to week thirteen ("build belonging"), so each technique is taught for the week it applies to.

A job tool for every technique

Each technique comes with a download, for example the 3×30 plan for the first ninety minutes, a red-flags checklist and a team introduction script.

Mini-cases instead of definitions

The course shows the gap between understanding and doing: "got it" on Monday, "I understand" on Tuesday, and panic on a live booking on Wednesday.

Inside the course

Module 2, Lesson 4: three mini-cases on why "I understand" isn't "I can do it."

The new agent surrounded by labels: GDS, CRM, ten names, booking procedures, refund policy — Everything a supervisor covers before 10:30 on day one.

Three panels: Monday makes sense, Tuesday I understand, Wednesday I see how that works — "I understand" is not the same as "I can do it."

How success will be measured

BehaviorSurvey to the supervisor and the new agent after month one. Each question maps to a behavior the course teaches: whether 1:1s happened on schedule, how feedback on the first mistakes was given, and how the first weeks felt to the new agent. Comparing the two sets of answers shows whether supervisors apply the techniques on the job, not just complete the course.
PerformanceResults in the first three months: new agents' performance KPIs compared with agents who started before the course.
RetentionEarly resignations: the share of new agents who leave in their first two months, taken from HR records and compared with the same period of the previous year.