Training and onboarding new contact center agents is a crucial phase in the employee journey. It impacts not only individual performance but also the overall quality of service a company delivers. One of the most essential parts of this process is the internship stage.
I’ve been working at Global Bilgi for three years as a “Training and Development Specialist.” Our department is responsible for the onboarding of new agents and the continued professional development of all employees. In this article, I’ll walk you through how internships are conducted in a remote work environment, the tools we rely on, and the role of the First Calls Assistant.
I’ll also share some of the challenges we face when onboarding new hires — and the solutions that help us overcome them. We’ll explore additional activities that boost training effectiveness and the core skills agents need to develop early in the process.
Internships: A Critical Step in Agent Onboarding
Starting a new job is always a transition — but it’s especially demanding in today’s world, where most companies operate remotely. Learning theory is one thing. Putting it into action in real conversations with customers is something else entirely. That’s why, before stepping into full responsibility, every new hire at Global Bilgi goes through a structured internship phase.
The goal of the internship is to prepare the agent for independent work while minimizing risks to service quality and customer experience. During this stage, agents learn to navigate internal systems (like billing platforms, knowledge portals, and our cloud-based contact center software), communicate confidently with customers, make decisions in line with company standards, and perform their duties without constant supervision.
A well-designed internship accelerates onboarding. It also builds confidence and a sense of support from day one, which directly contributes to better engagement and higher retention.
How Is Interning Different from Training?
So what sets an internship apart from the general training process in a contact center? Training focuses on the theory: learning company rules and procedures, getting familiar with the products used on the project, and mastering communication standards. Internships, on the other hand, mark the agent’s first steps into real-life interactions. It’s when they begin applying that knowledge in actual customer conversations. This is the stage where confidence, speed, and quality of service start to take shape.
The Role of the First Calls Assistant (FCA)
During their internship, new agents are supported by a First Calls Assistant (FCA). This is an experienced agent whose job is to help newcomers bridge the gap between training and hands-on experience.
An FCA is responsible for:
- ensuring adherence to procedures and schedules
- providing personalized feedback after each call
- tracking progress and knowledge retention
- explaining complex scenarios and offering emotional support
- collaborating with trainers and team leaders to assess the agent’s readiness.
But the FCA’s role goes beyond technical guidance. They also create a safe, supportive environment. Thanks to their ongoing encouragement, new agents adapt faster, feel less anxious, and gain confidence much quicker.
The relationship begins on day one. During an online session, the new agent meets their FCA, learns the expectations, and reviews communication rules for the internship period. Communication channels are set up right away, usually through an internal chat, Google Meet, and messaging apps. So the intern can ask questions in real time, share their screen, and get post-call feedback instantly.
Structure of the Internship with a First Calls Assistant
To make the most of the internship phase, we start preparing agents early during training. We explain how the internship works, what success looks like, and what will be expected.
Since the program is fully remote, technical prep is a must. This includes testing access to all tools and communication platforms, checking the work email setup, confirming that the headset and audio function properly, and enabling screen sharing so the FCA can not only hear but see the agent’s activity in real time.
At Global Bilgi, the internship is divided into two key phases:
Phase One (2 Days): Prepping for the Real Thing
Here, interns create a personal schedule, review core topics, practice with message templates, listen to real call examples, and ask follow-up questions. During this phase, the FCA is actively helping them reinforce their knowledge and evaluating readiness for live interactions.
Phase Two (5 Days): Live Calls and Daily Feedback
Now it’s go time. For five days, agents handle real inbound and outbound calls. This is actual work just done under the watchful guidance of their FCA. Each day includes time for feedback. The FCA listens to calls, breaks down complex cases, highlights areas for improvement, and coaches the agent on enhancing communication and customer care.
This daily feedback loop helps agents steadily improve both their performance and their confidence.
Toward the end of the internship, the agent completes a test call with their team leader. The FCA helps them prepare both technically and emotionally to pass this milestone with confidence.
Recommended Read: Call Scripts for Agents: How to Talk to an Angry Customer
Remote Internships in Contact Centers: Challenges and Solutions
Today, the contact center is no longer tied to an office. Remote work has become the norm, and with it came new challenges. Interning new agents in such an environment requires a different approach. Mentors can no longer simply walk over to an agent’s desk and offer help. All support is now delivered online — via chats, video calls, or shared screen sessions.
Preparing for the Internship
Remote internships require a special kind of preparation. Agents must set up their workstations on their own, ensure a stable internet connection, check their headsets, and confirm access to all systems. At the same time, the First Calls Assistant (FCA) must stay actively involved, ready to answer questions, provide rapid responses, and offer emotional support from afar.
Fostering Independence and Accountability
Remote internships shift the focus toward self-discipline. New agents need to learn how to take ownership of their work, build accountability, and communicate effectively online. It’s not just about delivering knowledge—it’s about creating the right mindset. Internships are meant to be a safe space for learning through practice.
Building a Supportive Atmosphere
Another key element is emotional support during the first live calls. Many new agents experience anxiety and self-doubt. Our job is to create an environment built on trust, where mistakes are seen not as failures but as opportunities to learn. Feedback is constructive, questions are always welcome, and no one is left behind.
Thanks to this approach and the structured guidance from FCAs, agents begin to feel more confident and improve quickly. Remote learning doesn’t compromise quality, provided the process is properly designed.
How to Retain Agents During the Internship?
Sometimes, interns feel like quitting midway. Common reasons include fear, fatigue, or a lack of confidence. In such moments, applying pressure is the wrong move. Instead, we give space to talk, listen to their concerns, and remind them that struggling at the start is completely normal.
We emphasize that early mistakes are expected and part of the learning curve. It’s also important to remind them that support is always there and that they are never alone when facing challenges.
Supporting Agents After the Internship
Even after completing their internship, many agents still feel stressed during their transition to full autonomy. For the first time, they’re handling calls on their own, without the constant presence of an FCA. This is when uncertainty and fear can spike.
To ease this transition, we’ve introduced the FCA 2.0 support program. It extends mentorship for three additional day post-internship.
One or even two FCAs continue to support the new agent, now in a more flexible format. Agents receive:
- Personal check-ins with their FCA to review tricky calls, get advice, or simply talk things through and relieve stress.
- Chat support with real-time answers, help finding the right information, or quick assistance with complex issues.
This setup helps agents reinforce the knowledge they gained during the internship and grow their confidence.
For many, FCA 2.0 has become a vital part of their onboarding journey. It minimizes burnout risk during the critical first days and boosts engagement and loyalty.
Conclusion
Remote internships for contact center agents aren’t just a formality. They are a critical step toward the successful integration of new employees. This is when confidence takes root, workflows become familiar, and readiness to handle customers is built. A well-designed internship, with strong mentorship and responsive support, significantly increases the chances that an agent won’t just survive the early days, but will thrive and grow into a long-term asset to the team.
As demand for contact center outsourcing grows, the quality of the internship process becomes even more important. Whether you’re onboarding internal staff or working with a trusted partner, the training and adaptation process directly impact the level of service your customers receive.
First impressions, hands-on support, and a clear structure can make or break long-term retention. If you’re looking for a reliable contact center outsourcing partner that knows how to build high-performing teams and deliver top-tier customer service — reach out to Global Bilgi.
