what is nesting in call center

In a call center, nesting is a transition phase that prepares new hires to take calls on their own. During the nesting phase, new hires apply what they learned during the classroom training and shadowing phases. This is a hands-on, lower-risk experience where new hires take calls while a trainer or a more experienced agent is beside them to help in case they need assistance. The trainer provides individual attention to the new hires and gives immediate feedback on what they are doing. The length of the nesting phase depends on how complex the calls are that the call center handles, and it can take days or weeks. When an agent can go through the basic calls without making mistakes and can find and use the guides quickly and follow them precisely, they are ready to move on from the nesting phase.