Senior Writer: Hiba Ali
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Are you planning to scale your call center? Are you hiring call center agents to handle more calls? If you’re part of the call center industry, you must remember certain policies and procedures before onboarding new agents.
There is a need for certain policies and procedures in a call center setting. These policies and procedures provide a foundation for smooth call center operations and help secure the organization and its stakeholders.
These call center policies apply to your existing agents too. Ensure they know and agree to all the policies. These call center policies help improve the overall customer experience and your call center’s effectiveness and keep your company as secure as possible.
Top 10 Call Center Policies You Must Implement
Standard operating procedures are in place in call centers to help employees and management deal with workplace problems head-on. It is put into practice to ensure that everyone can internalize these performance benchmarks. Here are the ten crucial call center rules and regulations for employees that must be followed:
1. Non-Disclosure Agreement (NDA)
All your employees must sign an NDA (Non-Disclosure Agreement). It ensures that your employees don’t share anything related to your business (like clients, business processes, etc.) with outsiders even after leaving your company.
Your NDA should include the following:
- Your technical systems (techniques, inventions, script, patents, etc.)
- Your business information (client lists, pricing, marketing strategies, and financial data)
- Your customer information (name, project details, etc.)
It highlights what the employee can publish on social networks related to their work. They should feel free to post positive content about their job, pictures of team outings, or with their colleagues.
However, they cannot post anything representing the company as a whole or as your call center’s spokesperson. They should also not post content harassing customers or defaming them (directly or indirectly).
3. Background Checks on Employees
96% of employers conduct background checks when hiring. During the hiring process, background checks are a reliable way to verify the job seeker (like degree, percentage, job experience, etc.). These checks also help to ensure that you are not hiring anyone that can affect your company’s reputation (like someone with a criminal record).
4. Consent for Recording Audio and Video
Most call centers record every call for quality assurance purposes. These are available in the call center software which they use. Some companies even put cameras with microphones in the common areas, not to spy on their employees but to keep everyone safe (in case of legal issues).
If you also record audio or video in your call center, ensure your employees know about it and sign a document consenting to it. If not, your recordings may not be admissible in case of legal issues.
5. Attendance Policy
It ensures that your employees arrive on time to work every day. If not, your call center efficiency will deteriorate significantly. It could also hurt the customer experience, as agents may not be available to attend to them during business hours.
6. Dress Code
It differs from call center to call center. Some don’t have a dress code, while others have a strict formal policy. Convey the guidelines your call center follows. It should also include personal hygiene. For example, things like scented lotions or cologne can trigger allergic reactions in others, so you should encourage employees to avoid them.
7. Drugs & Alcohol
No employee should enter the office premises under the influence of alcohol or any other drug. Talk with your legal advisor (or attorney) to advise you on legal policies related to drugs and alcohol in the workplace.
Also, create policies and procedures for what would happen if an employee is found under alcohol influence inside the office.
8. Track All Agents With Unique Access ID
Give all your agents a unique access ID that allows them to enter the call center floor (via biometrics). It will enable you to track accurately which days the call center agent visits and when. It also stores their check-in and check-out times, allowing you to calculate their salary precisely.
Also, create policies for what happens when the access ID is lost. And what happens to the ID when an employee leaves the job?
9. Electronic Devices
Call centers should not allow employees to use electronic devices (mobile phones and wearable technology) near their work desks.
Imagine an agent is having a bad day and encounters a rude customer. He might feel tempted to share the experience on social media. And, if he shares any personal customer information, things will get ugly quickly.
10. What to Say to Customers and What to Avoid
Ensure your agents know what to say to customers and what to avoid. When a customer is angry and refuses to wait for the solution, agents might say something they should not.
Thus, create policies that inform agents on things they should not say to any customer, irrespective of the situation. And what happens when they do it? Consider creating a call center script that highlights what an agent should say and should not.
Call Center Policies and Procedures Templates (Free)
Whether you run an established business or a start-up, you must have a call center policy and procedures. With the guidance of relevant subject matter experts, it helps protect your organization and its stakeholders and ensures smooth operations in your call center.
Your contact center requires certain policies that guide your employees to achieve your company’s long-term goals. In contrast, procedures assist in the day-to-day operation and are usually included in the policy document or separately.
Below are some call center policies and procedures templates you can download or customize to meet your needs.
As part of our commitment to maintaining a positive public image and protecting the confidentiality of (company name) information, all existing and new employees must sign a Social Media Policy.
This policy will outline the acceptable use of social media platforms like Instagram, FaceBook, etc. when referencing (company name). Employees are encouraged to share their positive experiences and express their pride in working for (company name). Still, they must refrain from portraying themselves as spokespersons for (company name) unless this is within their job description.
In addition, the policy stipulates that employees are not to publicize defamatory or mocking content to customers or coworkers. All team members must adhere to these guidelines to maintain a professional and respectful online presence.
Thank you for your cooperation and commitment to upholding the values and reputation of our company.
B. ID Name Badges
Following the PCI security standard, it is compulsory for all call center agents and supervisors of (company name) to visibly wear their identification badges at all times while on the call center floor.
In case of a lost or stolen badge, it is crucial to report it immediately to the management.
Additionally, it is expected that upon the termination of an employee’s contract with (company name), their ID badge is returned to their immediate supervisor to ensure that it does not fall into the wrong hands.
C. Audio & Visual Recording
As part of our commitment to maintaining high standards of quality and ensuring our employees’ and clients’ safety and security, (company name) has implemented measures to monitor and record all inbound and outbound calls made by our call center agents.
Furthermore, microphones and cameras have been installed in specific common areas and workspaces to enhance safety and security measures. We assure you that we take privacy concerns very seriously, so no recording devices have been installed in restrooms.
Please note that every team member must provide written consent before being recorded during work hours.
We value your understanding and cooperation in complying with these policies as we strive to maintain our operations’ highest quality, safety, and security levels.
(company name) have implemented an attendance policy that all employees must sign to ensure operational efficiency and optimal customer satisfaction. This policy is a guideline to ensure that our company avoids attendance and understaffing issues that may affect customer satisfaction.
The attendance policy details how (company name) will address employee tardiness, no-shows, and early departures, among other attendance-related matters.
Furthermore, it sets limits for sick day leaves, paid/unpaid leaves, and other day-offs that employees are entitled to.
It is important to note that employees who often miss shifts will be subject to disciplinary action as per the attendance policy. We encourage all employees to adhere to and familiarize themselves with the attendance policy.
E. Electronic Devices
As per the company’s official phone policy, cell phones and wearable technology such as smartwatches are strictly prohibited on the call center floor. This restriction has been implemented to prevent the unauthorized collection of sensitive customer data.
Employees can only use their cell phones in the designated area.
The use of mobile phones on the contact center floor poses a significant risk to the confidentiality and integrity of sensitive customer information, as well as the (company name) compliance with regulatory standards such as the Payment Card Industry (PCI) and the Healthcare Insurance Portability and Accountability Act (HIPAA).
Any individual found using a cell phone on the call center floor will be subjected to disciplinary action. We appreciate your cooperation and adherence to the phone policy, which is critical to ensuring the security and confidentiality of our customer’s data.
Call center floor rules can be used and maintained in the best way to fully maintain the contact center business. Call center employees are bound to follow all company policies, personal and professional etiquette, and call center protocols. By implementing call center rules and regulations for employees, the management can use its resources better.
Every contact center has policies that they cannot do without. The ten call center policies and procedures mentioned above are the most important. Ensure your call center agents know about and consent to all of them. You can also use the call center policies and procedures template and modify it according to your needs.
What is A Procedure In The Call Center?
Standard operating procedures, or call center procedures, outline all the daily operations guidelines. An SOP includes all the procedures that will guide call center agents, managers, and executives in executing specific tasks, such as scheduling, call forecasting, and setting KPIs and standard metrics. You can find various call center SOP templates that can give you an idea of what to include in your call center procedures.
What Are Security Policies In The Call Center?
A call center security policy specifies comprehensive rules, policies, and procedures that regulate access to the company’s network. An exemplary policy protects the company, agents, and customers’ data.
What is Zero Tolerance Policy in Call Centers?
Specifically, it is designed to protect employees from violence, abuse, or harassment from fellow employees or customers. Workers who commit one of these actions face immediate dismissal.