How to create a call center phone policy (free template)

by Liam Martin
call center phone policy

A call center phone policy is a document that aims to regulate a call center employee’s cell phone usage during work hours. An effective employee cell phone policy not only boosts agent productivity but also helps protect sensitive call center data. 

Here’s a call center phone policy that you can customize for your needs and include in your employee handbook:

A. Purpose of the company policy

We at [company name] understand that a cellular phone is an integral part of our everyday life. Whether it’s business apps, social media, or calendars, a smartphone (iPhone and Android) allows you to access any information instantly.

However, these devices can cause workplace issues and affect agents’ productivity when used inappropriately or excessively. 

That’s why this policy outlines the use of cell phones at [company name]. We expect all our call center agents to abide by this phone policy strictly. Failure to do so will lead to appropriate disciplinary actions.

B. Scope of the policy

This cell phone policy applies to all the in-house and remote employees of [company name]

C. Applicable devices 

The following is a list of devices that are allowed on the company premises:

1. Personal cell phone

Agents are expected to use their personal cell phones responsibly during working hours.

Excessive use of personal phones or answering non-work calls during the day can reduce the agent’s productivity and even distract other agents. To avoid this, every staff member is encouraged to make personal calls on their own time when possible.

Note: [Company Name] will not be liable for the loss of personal cellphones brought into the workplace.

2. Company-provided cell phone

When job duties or business needs demand, [company name] may issue a business cell phone to an employee for work-related communication. Personal use of company owned cell phones should be kept to a minimum.

Employees in possession of a company cell phone are expected to protect the issued device from damage or theft. Failure to do so will result in the employee bearing the cost of repairing or replacing the device. 

Upon termination or resignation of employment, or at any time on request, the employee may be asked to produce the phone for return or inspection.

3. Video/audio recording device

The use of camera or audio/video recording devices on company premises is strictly prohibited without the express prior permission of the employer and the person subject to recording. 

Video or audio recording in restrooms and locker rooms is also strictly prohibited.

D. Consequences of cell phone misuse

[Company name] expects all agents to use cell phones sensibly during their work hours.

Employees who use smartphones excessively during business hours may:

  • Lag in their work and miss important deadlines.
  • Disturb other agents by making personal phone calls in the work environment.
  • Create security issues by using the company’s internet connection on their personal devices.

E. Expected etiquette

Apart from personal reasons, a mobile phone can be quite a helpful tool for work-related tasks as well. 

Here are a few points regarding personal cell phone use:

  • Turn off or silence your mobile device when asked.
  • Limit your personal device usage to 30 minutes a day.
  • Make brief personal calls away from the work desks or in break rooms.
  • Communicate urgent feedback with team members.

Here are a few guidelines agents should follow when it comes to using a company-provided mobile device:

  • Use company-issued devices for clocking in, customer service, and any other business purpose.
  • Use employee productivity tools or other business apps on your work device.
  • Use it only to communicate with team members or clients.

F. Usage limits

This section defines when it’s not acceptable to use a personal phone during the workday.

Agents are advised not to use their personal or company device for:

  • Managing personal tasks or interacting with family members during meetings or other important discussions.
  • Surfing the internet or playing games during work hours.
  • Recording confidential business information.
  • Storing personal images, videos, and other media.
  • Downloading/uploading or viewing inappropriate, illegal, or obscene material over the call center’s data plan.

G. Disciplinary actions

[Company name] has the right to monitor any inappropriate or excessive use of any agency-issued or personal phone by the call center agents. 

While mutual trust and respect go a long way in engaging employees and motivating desired behavior, it’s important to create an accountability loop. For this, we define disciplinary actions that will take place when a call center agent violates the policy terms. 

If the cellphone use interferes with the employees’ ability to work efficiently and provide excellent customer service, the management team can revoke their cell phone privileges entirely.

Additionally, mobile phone usage that involves an illegal activity such as harassment, violation of the company’s security or privacy can lead to the immediate termination of the employee’s contract.

H. Employee acknowledgement

I have read and understood the call center cell phone policy of [company name] and will abide by all the conditions of the policy defined here.


Agent Name



Disclaimer: The cell phone usage policy template is only meant to be a general guide and should be used for reference purposes only. This policy template may not necessarily include all federal, state, local, and other applicable laws, and therefore, it should not be considered a legal document. Neither Time Doctor nor the author shall be responsible for any legal liability that may result from using this sample company cell phone policy.

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