In this CCMA Circle, IAG Loyalty, Bronze winner of the UK National Contact Centre Awards category, Most Effective New Employee Experience, will share how its 12-month Rookie Journey is transforming the way new colleagues learn, how they develop and go on to succeed. Recognising the complexity of its contact centre environment, IAG Loyalty created a structured, people-centred programme that builds confidence, develops skills and provides new colleagues with tailored support from day one, helping new starters become high-performing agents.

During this Circle, we’ll explore how IAG Loyalty combines inspiring induction, phased training, dedicated coaching and floorwalker support to create a positive onboarding experience. We’ll discuss how setting realistic expectations, using feedback to shape development and building strong peer connections can reduce early attrition, improve engagement and help colleagues reach their full potential. With 87% retention and new starters consistently achieving 100% of targets by month six, IAG Loyalty demonstrates the impact of investing in people from the very beginning.

Bring your own experiences, challenges and ideas as we explore how to create an effective new employee journey, share practical approaches to supporting colleagues through their first year and learn from one another in an open, collaborative conversation.