Onboarding Checklist — New Agent¶
Two-week structured onboarding for any new agent joining the LAIRA call-center engagement. Day 1 starts the moment HR onboards them; Day 14 is when they can take live calls without supervision.
Day 1 — Orientation¶
- Read index.md (master index)
- Read orientation/about-airwai.md
- Read orientation/product-fact-sheet.md
- Read orientation/target-market.md
- Read orientation/pricing-tiers.md
- Install LAIRA from the App Store on a personal or work iPhone Pro / iPad Pro
- Complete a first scan (any parking lot, sidewalk, or pavement; 5-10 minutes)
- Push that scan to a personal ArcGIS Online tenant (sign up for free if needed)
- Open the generated PDF report and review the citations
End-of-day check: the agent can describe LAIRA in 60 seconds to a stranger.
Day 2 — Sales mechanics¶
- Read sales-playbook/icp-and-personas.md
- Read sales-playbook/call-scripts.md
- Read sales-playbook/demo-script.md
- Read sales-playbook/objection-handling.md
- Read sales-playbook/closing-and-pricing.md
- Read sales-playbook/trial-and-discount-authority.md
- Practice the cold-call opener with a peer or supervisor (3 reps)
- Practice the demo script delivery (1 run-through using the app)
End-of-day check: the agent can deliver the cold-call opener fluently and explain the discount authority envelope.
Day 3 — Outreach + sourcing¶
- Read sales-playbook/outreach-sequences.md
- Read sales-playbook/lead-sourcing.md
- Read orientation/competitive-landscape.md
- Identify 50 prospects from at least 2 different personas
- Validate emails using Hunter / Apollo / ZeroBounce
- Draft the first 3 personalized email touches for 10 prospects (don't send yet — supervisor reviews)
End-of-day check: agent has a starter prospect list and draft emails that pass supervisor review.
Day 4 — Marketing campaigns¶
- Read marketing-campaigns/campaign-portfolio.md
- Read marketing-campaigns/email-templates.md
- Read marketing-campaigns/social-ad-copy.md
- Read marketing-campaigns/promo-offers.md
- Skim marketing-campaigns/referral-program.md and affiliate-program.md (optional / future)
- Review the current active campaigns the call center is running (lead's brief)
End-of-day check: agent knows what campaigns are live and what promos they can offer.
Day 5 — Feedback + operations¶
- Read customer-feedback/feedback-loop.md
- Read customer-feedback/interview-script.md
- Read customer-feedback/nps-survey.md
- Read customer-feedback/escalation-routing.md
- Read operations/crm-and-tools.md
- Read operations/lead-lifecycle.md
- HubSpot dry run: practice logging a fictional prospect through 5 lifecycle stages
- Practice generating a Stripe payment link
End-of-day check: agent can navigate HubSpot fluently and knows the escalation matrix.
Day 6 — Reporting + KPI awareness¶
- Read operations/reporting-cadence.md
- Read operations/kpi-dashboard-spec.md
- Read operations/airwai-points-of-contact.md
- Review the current weekly KPI dashboard
- Understand current team performance vs. targets
End-of-day check: agent knows the KPI, the metrics, and what good performance looks like.
Day 7 — Compliance¶
- Read compliance/brand-style-guide.md
- Read compliance/what-to-say.md
- Read compliance/what-not-to-say.md
- Read compliance/data-privacy.md
- Read compliance/prohibited-tactics.md
- Sign compliance acknowledgment (call center records on file)
End-of-day check: agent understands the brand voice, the prohibited tactics, and the data-privacy rules.
Day 8 — Quiz + product-knowledge certification¶
- Complete the 20-question quiz in quiz-and-certification.md
- Achieve 17/20 minimum score
- Re-take the sections that scored < 80% if needed
End-of-day check: agent is certified. If not, additional study before Day 9.
Days 9-12 — Ride-alongs + practice¶
- Day 9: shadow a senior agent on 5 cold calls (listening only)
- Day 10: shadow a senior agent on 3 discovery calls + 1 demo
- Day 11: deliver 5 cold-call openers under supervision; receive feedback
- Day 12: deliver 3 discovery calls under supervision
End-of-week check: agent is ready for solo live calls.
See ride-along-schedule.md for the detailed structure.
Day 13 — First solo calls¶
- Make 20 cold-call openers (or 30 LinkedIn outreaches if cold-call isn't the volume channel)
- Conduct 1-2 discovery calls
- Log every interaction in HubSpot per the lifecycle protocol
- End-of-day debrief with supervisor
End-of-day check: agent has shipped real outreach. Performance reviewed for adjustments.
Day 14 — Independent operations¶
- Full day of independent operations
- First week of cadence-based reporting expectations begin
- Agent owns their own pipeline; supervisor available for escalation but not for every-call backup
End-of-week check: agent is operating fully. First weekly review with supervisor at end of week 2.
Day 30 — Performance review¶
- First-month performance review with supervisor + call-center lead
- Metrics review: touches, demos, trials, closed Won, performance vs. cohort
- Skills assessment: scripts, demos, objections, closing
- Path adjustment: where to focus next 30 days
End-of-month check: agent is on track. If not, structured improvement plan with 30-day re-review.
Day 90 — Tenure check¶
- Quarter-end performance review
- First customer-feedback signal (have they closed deals customers like? Any churn from their portfolio?)
- Continued-employment decision
Ongoing weekly cadence¶
After Day 14:
- 1:1 with supervisor (weekly, 30 min)
- Team standup (Monday, 15 min)
- Submit individual contribution to the weekly report
- Continue training on new product / pricing / standard updates
Failure to complete¶
Onboarding is not optional. If an agent fails to complete the checklist by Day 14:
- 1st miss: extended onboarding by 1 week
- 2nd miss: structured re-training plan
- 3rd miss: role-fit conversation
Compliance and product knowledge are the floor. They're not negotiable.
Onboarding tracker¶
The call-center lead maintains a shared spreadsheet tracking each agent's onboarding completion. Airwai gets monthly visibility into onboarding status as part of the reporting cadence.