Preboarding checklist 2025: a must-have guide for frontline teams
Finding top frontline talent in 2025 remains a significant challenge. The retail sector, contact centres, field service teams, and healthcare providers are all competing fiercely for skilled, reliable staff. Once the perfect candidate accepts your offer, the period before their first day is more critical than ever. Whether this gap lasts a few days or several months, it can shape your new hire’s initial impressions and ultimately determine if they will step through the door or walk away before day one.
Preboarding offers a chance to engage new starters, address their anxieties, and ensure they arrive feeling welcomed, knowledgeable, and ready to contribute. It also helps companies retain staff in a highly competitive job market. Many frontline industries — such as retail or customer support — have faced persistent challenges around turnover and low engagement. Without a strong preboarding process, the risk of last-minute dropouts and costly re-hiring efforts remains high.
The purpose of this checklist is to provide a comprehensive blueprint for preboarding strategies in 2025. From the right communication cadence to the best types of content, tools, and training, this guide covers everything you need to keep new hires fully engaged. With practical tips, industry insights, and actionable advice, you can craft a preboarding experience that reassures your new starters and significantly improves retention.
Why preboarding matters in 2025
The frontline workforce of 2025 expects more from their employers. Many candidates are digital natives, familiar with accessing information at their fingertips and expecting clarity and transparency from the outset. They want to know what working life will be like, which products or services they will handle, and what support they can rely on from day one.
As companies have refined their onboarding over the years, attention has shifted to the preboarding stage. Preboarding covers the period after a candidate accepts a job offer but before their official start date. By giving them structured, meaningful content in that gap, you’re setting the stage for a stronger psychological contract — one where the new hire feels valued, informed, and comfortable.
Competition for frontline staff is fierce. Retail, for instance, has long grappled with high turnover. In contact centres, candidates often move between employers seeking better conditions or clarity. Healthcare and field services must ensure regulatory compliance and proper safety training. Preboarding helps address these issues by introducing new hires to your work environment, culture, and standards long before they put on a uniform, pick up a headset, or step into a care facility. Studies have shown that early engagement can reduce no-shows, boost first-day confidence, and ultimately improve long-term retention.
Key risks of not preboarding
Candidates are discerning, and many have options. Without preboarding, the following risks loom large:
Loss of interest due to long gaps: A gap of several weeks without contact can lead to your new hire losing interest. Enthusiasm fades over time without regular touchpoints, making it easier for them to reconsider their decision.
Competitor job offers become tempting: Another employer might reach out or a candidate might stumble upon a more appealing role. Without an engaged preboarding experience, you might lose them to a rival before they even start.
Negative perceptions settle in: In the digital age, negative stories or reviews about your company are easy to find. If your new hire hears something worrying and lacks positive counterexamples from you, their mind may fill with doubt.
Anxiety and fear of the unknown: Uncertainty about the workplace, team members, daily routines, and expectations can create anxiety. Candidates may seek alternative roles if they sense a lack of clarity.
Higher costs of re-hiring and turnover: Every dropout at the pre-start stage is costly. You lose recruitment time and fees, and you must start the process again. Reducing these occurrences saves both time and money.
Core elements of a standout preboarding strategy
Preboarding that delivers real results is structured, strategic, and thoughtful. Each element plays a part in creating a cohesive journey for the new hire — one that leaves them excited and well-prepared for their first day.
Finding the right communication balance
Flooding new starters with too many messages can overwhelm them. On the other hand, too few touchpoints lead to disengagement. Striking the right balance — often around two communications per week — offers enough interaction to keep your new starter interested without becoming an annoyance.
Effective communication frequency might look like this:
Four weeks before start: Send a welcome note, a short video introduction, and a checklist of what to prepare.
Three weeks before start: Offer a brief cultural insight document and a friendly reminder of training modules.
Two weeks before start: Introduce a short product knowledge video and send a notification about what to bring on day one.
One week before start: Share a motivational message, final reminders, and a brief Q&A prompt.
Regular, bite-sized communication sets expectations, reduces uncertainty, and shows that you value their transition into the organisation.
Creating engaging video content
Video content offers a personal, relatable medium that text alone often cannot achieve. It helps humanise your company, offering glimpses into the workplace atmosphere, the leadership team, and daily operations. Consider the following video types:
Team introductions: Show who they will be working with. A short, friendly clip featuring team members explaining their roles helps the new hire imagine themselves as part of the group.
Virtual workplace tours: A walkthrough of the store, call centre, warehouse, or healthcare facility reduces the fear of the unknown. By seeing their future surroundings, the new hire gains a sense of familiarity and comfort.
A day-in-the-life demonstration: Show the new hire what a typical shift looks like. Include details on start times, break arrangements, and common tasks, so they know exactly what to expect.
Leadership welcomes: A short welcome from a senior figure, such as your CEO or operations manager, adds gravitas. Knowing that leadership values them helps the new hire feel important from the get-go.
Keep videos concise — two to four minutes is often ideal. Captions and clear audio are crucial, ensuring accessibility and clarity. Hosting these videos on your preboarding platform makes it easy for the new hire to access them at their convenience.
Building effective checklists for clarity
Checklists turn abstract preparations into concrete tasks. They help new hires understand what they need to do before day one, reducing uncertainty and anxiety. Consider these types of checklists:
Uniform checklist: Specify what to wear, whether they need particular shoes or clothing, and if they must bring any tools or protective gear.
Learning checklist: Include essential reading or training modules. For example, a new retail staff member might read your selling best practice guide or an FAQ document before starting. A healthcare worker might need to review patient confidentiality policies.
Equipment checklist: Clarify what items to bring or request. ID passes, lunch arrangements, notepads, or specific tools might be necessary. If it’s a field service role, mention any devices or protective equipment they should have.
Daily checklist: Outline a typical day’s structure. Mention the time they should clock in, who to report to, the number of customer interactions or sales targets expected, and break times. Understanding these details eases nerves.
Documents checklist: Specify required ID, enrolment forms, driving licence, health insurance details, direct deposit forms, and any other administrative paperwork.
“50% of workers worry they will be late for their first day.”
— Forward Role
This figure highlights the real anxiety that people face before starting a new job. Clarity provided by a well-designed checklist ensures they know exactly what to do and when to do it.
Using notifications to maintain interest
Notifications, whether via email, SMS, or a dedicated preboarding platform, keep new hires engaged and guide them towards essential content. Short, friendly prompts help you stay at the forefront of their mind:
Countdown reminders: “Only four weeks to go — have you checked out the welcome video?” or “Just one more week until you join us, have you read the staff handbook?”
Content prompts: Notifications can point them to videos, articles, or training modules you’d like them to review.
Check-in messages: Pose a simple question — “ How are you feeling about your first day?” — and give them a chance to respond or ask questions.
Practical reminders: Highlight what they need to bring or do before they start: “Don’t forget your ID on Monday morning.”
Inspiration and updates: Send encouraging words, share a positive quote, or mention relevant company news, such as extended store hours or a recent award win.
Notifications add a personal touch and reduce the risk of the new hire forgetting important steps in their preparation.
Developing a knowledge hub for easy access
A central hub where new hires can find everything they need is a game-changer. Giving them a single point of reference reduces confusion and makes them feel well-supported.
A good knowledge hub includes:
Policies and procedures: Health and safety guidelines, code of conduct, and relevant employment regulations.
Product knowledge guides: Whether you sell smartphones, groceries, or provide healthcare services, offer quick-reference guides so they can familiarise themselves with key products or services.
How-to articles: Simple step-by-step instructions for tasks they will perform regularly — such as logging into the till system, managing returns, or handling standard customer queries.
Health and safety information: Industry-specific guidance is often required by law. Provide manual handling guides or PPE instructions if necessary.
Travel instructions: Make their first-day journey smoother by detailing directions, parking guidelines, public transport options, and where to sign in.
Support details: Contact information for HR, line managers, or mentors who can answer their questions.
Key dates: Highlight payday, weekly meetings, annual parties, and when performance reviews typically occur.
FAQs and shortcuts: Anticipate common queries and provide quick answers to save time and reduce anxiety.
“81% of new hires want to hear details about their new role in the preboarding stage.”
— Tydy
This statistic underlines the importance of an easily navigable knowledge hub. Giving them these details upfront ensures they feel informed and valued.
Tracking crucial articles for compliance
While offering a wide range of resources is great, some documents must be read and acknowledged. Tracked articles let you ensure compliance and understanding of essential information:
Health and safety regulations: If your new hire is starting in a delivery role, they might need to read manual handling instructions and acknowledge they understand them.
Disclaimers and policy acknowledgements: Financial roles, for instance, often require staff to confirm they have read regulatory policies like FCA guidelines.
Confidentiality and data protection: In many frontline roles, especially in healthcare or telecoms, data privacy is crucial. Tracking which hires have read these policies helps maintain compliance and security.
When you can confirm that a new hire has read mandatory articles, you start day one with confidence that they understand key responsibilities and legal obligations.
Delivering training courses for confidence
A new hire who already knows some basics of the job feels far more confident. Preboarding training can come in many forms:
Role-specific best practice guides: Sales staff might learn about customer engagement techniques, while warehouse operatives discover picking and packing protocols.
Product knowledge quizzes: Brief quizzes help new hires learn product ranges or service packages. They show what areas they need to revisit before day one.
Cultural and scenario-based training: Show them how to handle common scenarios — such as dealing with difficult customers or responding to emergencies — so they feel better prepared.
Flexible learning: Allowing them to dip in and out of training modules lets new hires learn at their own pace, making the process less stressful.
Practical training reduces the learning curve on day one, speeding up productivity and improving the new hire’s sense of readiness.
Providing recognition and achievements
Recognition isn’t only for established employees. Showing your appreciation during preboarding sets a positive tone:
Celebrate completed tasks: Send a “Well done on finishing your product knowledge quiz” message.
Acknowledge engagement: If they regularly access the platform, read articles, or watch videos, recognise their efforts. A “We noticed you’ve completed all your pre-start tasks — fantastic work!” message can boost confidence.
Offer small rewards: While not always necessary, a digital badge or a simple “Congratulations” email can reinforce that their preparation is valued.
Statistic: “58% of respondents said more recognition from leaders would improve engagement.”
— Psychometrics
Early recognition encourages them to arrive on day one feeling positive and seen.
Additional tactics for stronger preboarding
Beyond the core elements, several additional tactics make preboarding even more effective. Consider these approaches to deepen engagement and create a stronger bond with your new hires before they step into the workplace.
Involving team members and mentors
Introduce your new hire to a buddy or mentor who can act as their go-to person for queries before they start. A short message from a colleague who currently holds a similar role helps demystify the work environment. The mentor could:
Send a quick introduction email: “Hi, I’m Jamie, I’ll be on your team. Let me know if you have any questions before you start.”
Offer insights into daily routines, best lunch spots, or handy shortcuts.
Reassure them that help is available if they feel uncertain.
Involving existing team members fosters a sense of belonging and community before day one. The new hire then walks into the workplace already feeling as if they know someone, making that first morning less daunting.
Personalising the experience
A tailored preboarding experience feels more meaningful than a generic one-size-fits-all approach. Consider the following personalisation strategies:
Role-specific content: A sales advisor doesn’t need the same information as a warehouse operative. Curate videos, articles, and checklists specifically relevant to their position.
Personalised notifications and greetings: Use their name in communications. Instead of “Hello new starter,” say “Hello Sarah, how are you getting on with the training modules?”
Adapt to their pace: If analytics show they’ve already completed all suggested readings, send more advanced material or a congratulatory note rather than bombarding them with repeated reminders.
Personalisation shows that you recognise them as an individual. It makes the preboarding process feel less like a standard corporate pipeline and more like a supportive, customised journey.
Aligning with organisational culture and values
Frontline roles often involve working under pressure, meeting customer needs, and upholding certain brand values. Use preboarding to convey your organisation’s culture:
Highlight company values: If your brand prides itself on excellent customer service, sustainability, or community involvement, let new hires know early. They will better understand what’s expected and appreciate the company’s mission.
Show real-life examples: Instead of simply stating values, use stories, employee testimonials, or short case studies to bring them to life.
Encourage reflection: Prompt your new starter to consider how they might embody these values in their work. For example, “Read our sustainability pledge — how might you support this goal in your daily tasks?”
By aligning their expectations with your culture, you increase the likelihood that they’ll thrive in their new environment.
Encouraging two-way communication
Preboarding shouldn’t be a one-way street. Encourage feedback and questions:
Q&A sessions: Offer a short virtual Q&A call or chat session a week before they start, so they can clarify any lingering doubts.
Anonymous feedback forms: Let them voice concerns without feeling judged. You might learn about a potential misunderstanding you can quickly resolve.
Invitations to comment on content: If the knowledge hub allows commenting, encourage them to leave thoughts or questions on certain articles.
Two-way communication signals openness and transparency, increasing trust and boosting their overall comfort level.
Practical examples and case studies
Many frontline companies have already seen the benefits of structured preboarding. Consider the following hypothetical scenarios:
Retail scenario: A major fashion retailer struggled with high dropout rates in seasonal hires. After introducing a preboarding app that included a welcome video from the store manager, a product knowledge course, and a uniform checklist, they saw a 30% reduction in no-shows.
Contact centre scenario: A telecoms provider introduced a knowledge hub with FAQs, a tracked regulatory policy article, and a series of three short videos demonstrating call handling techniques. New hires reported feeling more confident and understanding expectations better. Management noticed that first-week performance scores improved by 15%.
Healthcare scenario: A private clinic hired healthcare assistants who needed to follow strict hygiene protocols. By sending preboarding videos about infection control, providing a checklist of required vaccinations and IDs, and offering a mentor to field questions, the clinic ensured that all new hires arrived fully prepared. Compliance errors dropped, and feedback highlighted lower first-day anxiety.
These examples show that a well-structured preboarding approach can drastically improve readiness, reduce attrition, and support compliance — regardless of the industry.
Measuring preboarding success
You can’t improve what you don’t measure. To understand if your preboarding strategy is working, consider the following metrics:
Completion rates: Track how many new hires watch the recommended videos, read essential articles, or complete training modules.
Engagement analytics: Monitor platform logins, time spent on each resource, and open rates for emails and notifications.
Feedback surveys: Ask new hires for their thoughts after day one. Did the preboarding materials help them feel confident and well-informed?
Retention and attendance: Compare the dropout rate before introducing your preboarding strategy to the rate after. Look at first-day attendance, as well as retention over the first few months.
Performance metrics: Examine whether preboarded hires adapt faster, meet targets earlier, or require less initial support.
By linking these metrics to your preboarding efforts, you can fine-tune the process, identify what works best, and continuously improve the experience.
Tools and platforms that help
A robust preboarding process requires a digital platform that can deliver videos, track article completions, send notifications, and host training modules. Consider platforms that:
Integrate with onboarding tools: Seamless handover from preboarding to onboarding ensures continuity.
Offer mobile-friendly access: Frontline hires often prefer to use smartphones. A responsive interface encourages higher engagement.
Allow personalisation and segmentation: The ability to tailor content by role, location, or shift pattern improves relevance.
Include analytics and reporting: Built-in metrics help you track engagement and compliance effortlessly.
Ocasta’s platform, for example, provides a hub for communication, training, knowledge sharing, and engagement. Companies have used it to reduce costs, ensure compliance, and make new hires feel welcome before their first day.
Future trends in preboarding
As work environments evolve, preboarding practices will also shift. Future trends might include:
Virtual reality tours: More immersive ways to show the workplace using VR headsets or 360° videos.
AI-driven personalisation: Automated suggestions for articles, training modules, or notifications based on individual behaviour and interests.
Gamification elements: Quizzes, leaderboards, or digital badges that make preboarding more interactive and fun.
Integration with recruitment marketing: Preboarding materials might feed into employer branding efforts, ensuring a consistent narrative from recruitment advert to day one on the job.
Better analytics on psychological readiness: Measuring a candidate’s confidence or stress levels through short surveys, then offering targeted support, may become common practice.
Preparing for these trends ensures you stay ahead in the battle for top frontline talent.
The preboarding checklist
Preboarding ensures that new hires feel welcomed, informed, and prepared to hit the ground running. Here’s a must-have checklist tailored for frontline teams to ensure they’re set up for success before day one.
1. Send a warm welcome
First impressions matter. Kick things off with a personalized welcome email or a friendly introduction from their manager or team leader. Include:
A brief introduction to the company’s culture and values.
A warm message expressing excitement for their arrival.
A short agenda for what they can expect before their first day.
Pro Tip: Use a branded preboarding portal to deliver this message for a polished and professional touch.
2. Provide essential paperwork digitally
Streamline administrative tasks by sending all necessary forms for digital completion. This saves time and reduces first-day overwhelm. Common documents include:
Employment contracts.
Tax and direct deposit forms.
NDAs or other legal agreements.
Ensure your digital tools are user-friendly and mobile-accessible to accommodate various devices, especially for team members who may not work at a desk.
3. Share a preboarding timeline
Help new hires understand what’s coming next by providing a clear timeline. Include:
Key dates (start date, orientation, team meet-and-greets):
Include specific times and locations for in-person or virtual meetings to avoid confusion.
Preboarding milestones, such as completing forms or attending a virtual welcome session:
Offer helpful tips, like expected time commitments for each task and deadlines.
Contact points for questions or assistance:
Provide the names, email addresses, and phone numbers of key contacts to make reaching out easy.
4. Introduce the team
Make new hires feel part of the team before they step through the door. Share a team directory or a short welcome video from their immediate colleagues. Key details to include:
Names, roles, and photos.
Fun facts or hobbies to make introductions more engaging.
Bonus: Arrange a virtual coffee chat or a buddy program pairing the new hire with an experienced frontline team member.
5. Equip them with the right tools
Ensure your new hire is set up for success from day one by providing access to:
Work devices (tablets, handheld devices, or other tools they’ll use).
Necessary software or accounts with login details.
Guides or tutorials for using company systems or equipment.
For frontline employees, consider shipping equipment or scheduling an on-site pick-up ahead of time with clear setup instructions.
6. Share key resources
Set the stage for learning by providing curated resources that help new hires understand your organization and their role. These can include:
An employee handbook.
Overview of the company’s mission, vision, and goals.
Role-specific training materials or microlearning modules to build foundational knowledge.
Tip: Use platforms like Ocasta Engage to centralize and personalize these resources for frontline team members.
7. Create a memorable welcome kit
Make your new hires feel valued and prepared with a thoughtful welcome kit. Items can include:
Branded merchandise like notebooks, water bottles, or apparel.
Personalized items, such as a handwritten note.
Practical items like uniforms, name tags, or role-specific tools.
8. Plan for day one
Communicate what the first day will look like to ease any nerves. Include:
A detailed schedule for the day.
Links to any virtual meetings or directions for in-person locations.
Expectations for attire, time zone considerations, and any preparation required.
9. Gather feedback
The preboarding process should evolve based on real experiences. Create a feedback loop by:
Asking new hires to share their thoughts on the preboarding experience.
Using surveys or quick feedback forms to identify areas for improvement.
This step demonstrates your commitment to continuous improvement and values their input.
10. Celebrate the start of their journey
Count down to their first day with small gestures to build excitement, such as:
Sending a countdown email with fun tips about the company.
Sharing stories of recent team successes.
Inviting them to a pre-first-day virtual happy hour or trivia game.
Proven results and next steps
Preboarding is not merely a nice extra. In 2025, it stands as an essential part of talent acquisition and retention strategies, especially for frontline teams. When new hires feel guided, informed, and appreciated before they even start, they’re more likely to arrive confident and ready to contribute from day one.
Companies that implement structured preboarding often find:
Cost savings: One Ocasta customer reported saving £3,000 with each new hire by improving preboarding and onboarding.
Higher retention: Fewer dropouts before day one and stronger engagement in the early months.
Improved performance: New starters understand their role, environment, and expectations, so they’re productive more quickly.
Better compliance: Early exposure to mandatory policies and procedures reduces the risk of costly mistakes.
Ready to improve your preboarding process?
Book a demo to see how Ocasta’s platform supports and streamlines preboarding for frontline teams.
Download our free guide to better understand what truly frustrates frontline employees, and learn how to address their concerns from the very start.
A robust preboarding strategy makes all the difference. The future of frontline hiring in 2025 relies on early, meaningful engagement — ensuring that your new starters feel supported, informed, and confident as they step into their new roles.
