New employee onboarding plays a crucial role in efficiency of companies operating in the contact centre industry, where the share of labour costs is very high. There is a strong relationship between employee experience and company profitability ratios. Research shows that companies with a high positive new employee experience can increase their efficiency ratios; however, many companies still require a lot of improvement in their employee onboarding process. The purpose of this research is development of concept for new employee onboarding to improve contact centre companies' efficiency. The new employee onboarding concept developed was introduced and approved in a contact centre in Latvia using LEAN, case study, and experimental design approaches. Key conceptual improvement was: 1) use of the A3 method for problem solving sessions; 2) Fishbone approach for root cause analysis; 3) implementation and monitoring of onboarding KPIs; 4) identification of critical performance points as a tool for managerial decisions to minimize excessive costs for onboarding at different stages of employee integration.