Getting new sales reps up to speed is hard enough without half your team in pajamas at home and the other half at the office. If you’re tasked with onboarding reps in a hybrid setup, you know the biggest challenge isn’t just tools—it’s making sure people actually know what they’re doing, no matter where they sit.
This guide’s for sales managers, team leads, or anyone trying to get new hires productive fast, using Aircall as your phone system. I’ll walk you through the setup, the pitfalls, and what actually makes a difference (hint: it’s not another slide deck).
Step 1: Nail Down the Basics Before Day One
Nothing slows things down like a rep who can’t log in. Before your new hire even shows up, make sure they have:
- An Aircall account with the right permissions (don’t assume IT will do this automatically)
- Access to your CRM and any integrations Aircall needs (Salesforce, HubSpot, etc.)
- A working headset and laptop (seriously: test these ahead of time, especially for remote folks)
- Clear instructions on how to reach IT or a “buddy” if something’s broken
Pro tip: Send a “Day 1 Checklist” email. Include links, passwords (or steps to set them), and a real person to contact if they get stuck. No one reads the 12-page onboarding PDF.
Step 2: Set Up Aircall—The Right Way
Aircall’s not rocket science, but there are a few things you need to do to avoid confusion later.
What to cover:
- Download the app: Desktop and mobile. Don’t assume they’ll find it themselves.
- Log in together: Walk through it on a call if possible. Watch for dumb issues like browser pop-ups or missed verification emails.
- Configure the basics:
- Set up voicemail
- Adjust call forwarding (especially if your hybrid team bounces between office and home)
- Check time zone settings
- Integrate with your CRM: This step gets skipped way too often. If calls aren’t logged automatically, reps will forget, and you’ll lose tracking.
What to skip: Long-winded tutorials on every Aircall feature. Focus on the 10% of features you actually use (making/receiving calls, logging notes, transferring, holding).
Step 3: Shadowing and Real Practice (In Person or Remote)
People learn by doing, not watching someone else click around. Set up at least two shadowing sessions:
- Live call shadowing: Let the new rep listen in on real calls (with permission). In-person? Sit together. Remote? Use Aircall’s “listen-in” or recording features.
- Reverse shadowing: Flip the script—let the new rep make practice calls to you or another teammate, then give instant feedback.
Don’t: Toss them on the phone with real prospects on Day 1 unless you like chaos.
Pro tip: Record a few model calls (good and bad) and share them. It’s way more helpful than a bloated script document.
Step 4: Teach the Sales Process—Not Just the Tool
It’s tempting to treat onboarding like a software demo. Don’t. Your reps need to know:
- Who they’re calling (ideal customer profile, pain points, common objections)
- What’s expected for call notes, follow-ups, and CRM hygiene
- How to handle handoffs, transfers, or escalation (especially with hybrid teams)
Walk through a real sales cycle using Aircall. Show them how calls actually fit into your process. If you can, do this live, not just in a doc.
What to ignore: Deep dives into analytics or dashboards at this stage. That’s advanced stuff—save it for later.
Step 5: Make Communication Easy—Especially for Remote Reps
Hybrid work breaks down when people don’t know who to ask for help. Set up:
- A dedicated Slack/Teams channel: For Aircall and general sales questions. Encourage “dumb” questions.
- Regular check-ins: 15 minutes every other day for the first two weeks. Fast, casual, and focused on blockers.
- Open calendar slots: Let new reps book quick calls with a buddy or manager.
Pro tip: If possible, pair remote hires with someone in the office. They’ll pick up on culture and shortcuts much faster.
Step 6: Track Progress—But Don’t Overdo It
You want reps moving quickly, but not overwhelmed by metrics. For the first month, keep it simple:
- Basic call activity: Are they making and receiving calls? Are calls logged in the CRM?
- Quality over quantity: Listen to a few calls each week. Give specific, actionable feedback.
- Encourage self-review: Have reps listen to their own calls and write down one thing to improve.
What to skip: Complex dashboards, “gamification,” or daily leaderboards. You’re building confidence, not running a contest.
Step 7: Iterate and Get Feedback
Your onboarding process isn’t set in stone. After each new hire, ask:
- What was confusing about Aircall?
- Where did you get stuck?
- What would’ve helped you hit the ground running faster?
Tweak your process. Kill steps that don’t help. Keep what actually makes people productive.
Common Pitfalls (And How to Dodge Them)
- Too much tool, not enough context: Aircall is easy to use, but reps need to know why and when to use certain features.
- Assuming people will “figure it out”: They won’t, especially in a hybrid setup. Be explicit.
- Overloading with info: Give just enough to get started; fill in gaps as they go.
- Neglecting remote reps: Out of sight, out of mind is real. Make extra time for them.
Keep It Simple, Iterate Often
Onboarding with Aircall in a hybrid world isn’t about fancy tech stacks or endless training docs. It’s about making sure new reps know how to make calls, log what matters, and get help when they need it—no matter where they’re working. Start simple, listen to feedback, and don’t be afraid to cut stuff that doesn’t help your team sell.
Most “best practices” are just common sense with a new coat of paint. Trust what works, skip what doesn’t, and keep moving forward.