Starting your first job in a Business Process Outsourcing (BPO) company means learning new systems, familiarizing yourself with company procedures, and understanding how to communicate with customers. After completing your initial training, you may hear your trainer announce that your batch is moving into the nesting phase.
For first-time BPO employees, this can raise several questions. Will you start handling actual customers? Are you expected to meet performance targets immediately? What happens if you make mistakes?
Nesting is an important transition between training and independent work. Understanding how it works can help you feel more prepared for your first days handling real customer interactions.
What Is Nesting in BPO?
Nesting in a BPO company is a supervised training period where newly hired employees begin handling real customer interactions while receiving guidance from trainers, team leaders, or experienced agents.
Unlike classroom training, where employees primarily learn through discussions, demonstrations, and simulations, nesting provides practical experience in a live working environment.
For example, a new Customer Service Representative (CSR) may begin answering customer calls while a trainer monitors the interaction and provides feedback afterward. For non-voice accounts, nesting may involve responding to actual customer emails or chat inquiries under supervision.
According to ICMI’s contact center training research, nesting, also called transition training or incubation, helps agents practice handling customer concerns with additional supervision before becoming fully independent.
How Does Nesting Fit Into BPO Training?
Although onboarding procedures vary between companies and accounts, the typical training process follows three stages:
| Stage | What Happens |
| 1. Classroom or Product Training | New hires study company policies, client products, communication techniques, and support systems. |
| 2. Nesting | Trainees begin handling actual customer concerns with supervision, coaching, and performance monitoring. |
| 3. Production | Employees transition into regular operations, managing their assigned workload with standard team support. |
The progression allows employees to gradually apply their knowledge and develop the confidence needed for their responsibilities. If you’re still exploring the industry, our guide on what a Customer Service Representative does explains the responsibilities and skills commonly expected in customer support roles.
What Happens During the Nesting Period?
The nesting period introduces employees to the realities of customer support while providing opportunities to improve their skills.
Handling Real Customer Interactions
New hires begin interacting with actual customers through their assigned channels, including phone calls, live chat, email, or ticketing platforms. Depending on the account, employees may initially receive simpler customer concerns before progressing to more complicated cases.
Receiving Coaching and Feedback
Trainers, subject matter experts (SMEs), or team leaders may monitor interactions, review responses, and provide suggestions for improvement. Feedback typically focuses on communication, accuracy, system navigation, and proper handling of customer concerns.
Learning Performance Expectations
Employees also become familiar with the key performance indicators (KPIs) used to evaluate their work. Common performance metrics include:
- Average Handling Time (AHT): The average time spent managing a customer interaction.
- Customer Satisfaction (CSAT): Customer feedback on the service received.
- Quality Assurance (QA): How well an interaction meets established quality standards.
- First Contact Resolution (FCR): The percentage of customer concerns resolved during the first interaction.
Companies may use adjusted targets during nesting, although expectations depend on the account and its training procedures.
How Long Does Nesting Last in a BPO Company?
The length of the nesting period varies depending on the company, account complexity, and employee readiness. Some nesting programs last only a few days, while others extend for several weeks. ScreenSteps’ guide to call center training explains that nesting duration depends partly on the complexity of the customer interactions employees are expected to handle.
A technical support account, for instance, may require additional practice with troubleshooting procedures, while an account handling straightforward inquiries may have a shorter transition period. Employees should confirm their nesting schedule and completion requirements with their trainers.
Tips for Successfully Completing Your Nesting Period
Your nesting experience provides an opportunity to strengthen your skills before transitioning into regular operations.
- Ask questions when you’re unsure. Clarifying a process is better than providing incorrect information to a customer. Make use of the support available from your trainers and experienced teammates.
- Take notes and review feedback. Keep track of recurring concerns, important procedures, and areas where you need improvement. Reviewing coaching notes can help you avoid repeating mistakes.
- Familiarize yourself with the tools. Practice navigating your account’s knowledge base, customer management systems, and communication platforms.
- Focus on accuracy before speed. While efficiency matters, understanding the correct process and providing reliable customer support should remain priorities.
- Stay receptive to coaching. Constructive feedback is part of professional development. Treat each review as an opportunity to improve your performance.
Frequently Asked Questions About Nesting in BPO
Is nesting the same as training?
Nesting is part of the broader BPO training process, but it differs from classroom training. Classroom sessions introduce concepts and procedures, while nesting allows employees to apply them through supervised customer interactions.
Can you fail nesting in a BPO company?
Yes, employees may fail to meet the required nesting standards if their performance remains below expectations. Depending on company policy, additional coaching, extended nesting, reassessment, or other employment decisions may follow. Ask your trainer about the evaluation criteria and available support.
Is nesting considered part of the probationary period?
Nesting may take place during an employee’s probationary period, but the two terms refer to different things. Nesting is a training stage, while probationary employment is an employment status governed by specific legal rules. Learn more in our guide to probationary vs. regular employment in the Philippines.
Are employees paid during nesting?
Employees performing nesting activities as part of their job are generally entitled to applicable wages under Philippine labor rules. Specific compensation arrangements should be clarified with HR, particularly when reviewing the employment contract and training schedule.
Preparing for Your First Days on the Production Floor
Nesting bridges the gap between learning about customer support and performing the role independently, introducing new hires to actual customer concerns while providing the coaching and guidance needed to build competence.
For employees beginning their BPO careers, understanding this transition can make the experience more manageable. Use the nesting period to ask questions, develop your skills, and become familiar with the responsibilities of your new position.
Ready to explore a career in the BPO industry? Visit Reliasourcing’s Careers page to discover available opportunities and take the next step toward your professional development.
About Reliasourcing
Reliasourcing is a premier outsourcing solutions provider in the Philippines. We deliver tailored services that help businesses across industries achieve operational efficiency and scalability. With a focus on customer experience and innovation, Reliasourcing continues to be a trusted partner in unlocking potential through outsourcing.
Follow us on Facebook, Instagram, LinkedIn, YouTube, and X for more information on the latest trends and insights in outsourcing, the industry, and the Philippines.
Connect with us or become part of our growing team today!
