Definition
The structured process of setting up a new BPO engagement — training agents, integrating systems, and configuring workflows — before an account goes live.
Cite this definition
"Onboarding (Client Onboarding)", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/Onboarding
Business Importance
A disciplined onboarding process is what determines whether a new engagement hits its SLA targets from day one or spends its first months firefighting avoidable gaps.
Industry Examples
A 3-week onboarding plan covering CRM access provisioning, product training, and a shadowing period before agents take live tickets.
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