How RCLX onboards fiber reps without the group text

Before

One manager, every question

A new RCLX rep has a lot to get through before the first door. A T-Mobile dealer code, a network ID and a company email. An identity check through CLEAR. Credentials that take a couple of business days to arrive. A security key that has to be set up exactly right. Then the pitch, the plans, the order flow, and how to get credit for a sale.

All of it lived in PDFs attached to an onboarding email that was written by hand for each rep. The information was there. It was just too much at once, and new reps did what new reps do: they texted. Every stuck screen, every missing code, every "did my credentials come yet" landed on one phone.

The pitch had the same problem. Calling new reps one by one, the same weak spots came up on almost every call. Most had the opener and the objections. Few could carry a whole pitch from the first knock to a booked install. The same coaching call got given twice in one day.

And there was no way to tell, from a group text, who was actually putting in the work. Some reps signed, studied for a bit, and went quiet. Others were working hard and stuck on a setup screen. They looked the same.

A rep's first week now

Training starts before the credentials do

RCLX gives new reps their FiberPitch login right away. Most get the training link before their CLEAR check is even done, so the days spent waiting on T-Mobile's systems become training days instead of dead days.

Over the first week a rep works through the course on their phone: hear the pitch at a real door, say every line out loud, run the practice doors, learn the plans, then pitch the whole thing live to their manager. Setup jobs show up beside the course as they come due, not all at once.

While that happens, RCLX's pre-field training lead calls reps and checks in as they move through it, using the board to see where each one is. Once a rep's credentials land and the manager has marked their pitch passed, the rep is handed off for turf and targets.

The manager's rule of thumb: time spent on the course tells you who will work out. The board shows that time, and the course measures it carefully enough to trust. How that works.

Built in the field

Every change came from a real rep

RCLX was the first agency on FiberPitch, and much of what is in the course today was shaped by what RCLX's reps ran into. A few examples:

• Jul 28

  Homework after coaching calls, removed

  The board could assign a rep follow-up drills after a call.

  WHYIt was more work for the manager, who already says what needs fixing on the call. The rep's reminder now writes itself from the call notes.
• Jul 31

  Cutting a rep now ends their access

  Taking a rep off the roster used to leave their login working.

  WHYA cut rep could walk straight back into the training. Now they cannot, and a rep can still be brought back later for a second run.
• Sep 14

  A scrubbed film no longer counts as watched

  Dragging to the end of a clip used to mark it done: 22 of 22 films in about a minute.

  WHYThe manager reads film time to judge effort. It now takes real playing time, counted across sittings.
• Oct 1

  A walkthrough for the YubiKey

  T-Mobile closed the authenticator-app path for new setups, so every new rep now needs a security key.

  WHYNobody was getting through key setup without texting for help. The walkthrough is one step per screen, with a Stuck sheet on each.
• Oct 23

  Practice doors rebuilt from real doors

  The first six practice doors were written by hand.

  WHYThey felt like pattern matching: the same close in five doors. Each door now follows one real recorded conversation.
• Oct 23

  The manager passes the pitch, not a code

  Reps used to type a shared code to pass the live pitch.

  WHYThe code sat in the page, so any rep could find it. Now only the rep's own manager can tap Passed.
• Oct 25

  Raw numbers, not scores

  Insights first gave each rep a readiness score and a written summary.

  WHYThe manager wanted every number on its own, to spot the patterns themselves. Scores and verdicts were taken out.
• Oct 25

  The course in Spanish

  Every lesson and every film's captions, with one tap to switch.

  WHYRCLX hires reps in the Rio Grande Valley, where many reps learn best in Spanish.