Create a ramp plan for new support agents
A week-by-week onboarding plan that takes new agents from shadowing to a full queue with clear quality gates.
The prompt
Create a ramp-up plan for new customer support agents.
Product complexity: [simple / moderate / technical]
Channels they'll handle: [email, chat, phone, social]
Ticket types, from simplest to hardest: [LIST - e.g. password resets, order status, billing, integrations]
Tools they need to learn: [help desk, CRM, billing system, internal tools]
Time to full productivity we want: [e.g. 6 weeks]
Who can support them: [trainer, buddy, team lead, QA]
What a fully ramped agent handles: [TICKETS PER DAY, QUALITY SCORE]
Build:
1. A week-by-week plan: product learning, tools, shadowing, reverse shadowing (they reply, a buddy reviews before sending), nesting (live tickets with close support), then the full queue.
2. Ticket-type unlocks: which categories they handle when, starting with low-risk ones. Keep refunds, security, and escalations until later.
3. Quality gates to pass before each stage (e.g. 5 reviewed tickets at a set QA score), not just time passed.
4. Weekly targets for volume and quality that rise gradually.
5. A daily check-in format for week 1 and a weekly format after that.
6. Signs an agent needs more time and how to support them without labeling it as failure.
7. A short glossary and "where to find answers" list template.
Keep the plan realistic for my team's capacity to support new hires.
Highlighted [brackets] are blanks to replace with your own details.
Fill in the blanks and use this promptMore Customer Support prompts
What to fill in
- simple / moderate / technical
- email, chat, phone, social
- help desk, CRM, billing system, internal tools
- e.g. 6 weeks
- trainer, buddy, team lead, QA
- TICKETS PER DAY, QUALITY SCORE
How this prompt is built
This prompt follows the Few-Shot structure (Few-shot prompting). A few-shot prompt includes one or more worked examples of the input and the output you want, so the model can copy the pattern instead of guessing it.
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