A call center policy is a document that defines standard guidelines for working at a call or contact center. It sets out the rules regarding employee attendance, breaks, electronic device usage, and more.
Here’s a call center policy template that you can download and customize based on your requirements:
A. Purpose of The Call Center Policy
Top-notch customer service is our priority at [company name]. In order to provide that, we need to follow certain guidelines to maintain a company culture of professionalism and accountability.
However, we also respect the needs of our call center agents.
That’s why this call center policy provides general guidelines concerning core call center operations and other activities. All our agents are required to follow it strictly. Failure in compliance will lead to appropriate disciplinary actions mentioned in this document.
B. Scope Of The Policy
This policy applies to all the in-house and remote work employees of [company name].
C. Working Hours
The standard working hours for the business at [company name] is 10 AM to 6 PM Pacific Time. All center agents local to the Pacific Time Zone are expected to report to work within this period.
Remote workers should work a total of 8 hours or their total shift hours anytime between 8 AM to 8 PM in their local time zone.
However, all remote agents must be available for two hours every day between 9 AM to 6 PM Pacific time frame for weekly meetings, reviews, and more.
C.1. Disciplinary Action
[Company name] follows a point system to handle instances of arriving late to work or leaving early during a shift. Each instance is subject to the addition of ½ point to an agent’s record.
Summation of points leads to:
- 2 Points: Verbal warning.
- 3 Points: Written warning.
- 4 Points: Meeting with center manager or supervisor.
- 5 Points: Termination of contract.
D. Attendance and Tardiness
Excessive absenteeism and tardiness can negatively impact agent performance, team productivity, employee morale, and the work environment.
To avoid this, all employees must follow the attendance policy mentioned below.
All customer service agents are required to apply for a leave of absence through the organization portal. They’re expected to send in requests a day before. In case of emergencies, employees should send in requests one hour prior to the shift start time.
Employees are also given a 5-minute grace period at the start and end of each scheduled shift and at the end of each break.
Note: An employee will be considered absent without leave when prior approval from the manager has not been obtained.
D.1. Disciplinary Action
Points will be added to the employee’s record based on the violation:
- Tardy: ½ point
- Absent with calls: 1 point
- Absent, no call: 2 points
- Early departure from the shift: ½ point
- Late return to work from break: 1 point (over 30 minutes).
Summation of these points is subject to:
- 4 Points: Verbal warning.
- 5 Points: Written warning.
- 6 Points: Meeting with the center manager.
- 7 Points: Agent contract is subject to termination.
Breaks are essential to relieve stress and regain energy to deal with a high volume of inbound or incoming calls. It also helps agents use this time to make connections, retain information, and eventually boosts employee engagement.
All agents at [company name] are entitled to the following mandatory breaks:
- Rest Break: Two 15-20 minutes breaks in a workday.
- Meal Break: A long break of 45-60 minutes.
- Restroom Breaks: A restroom or bathroom break is allowed for all agents.
We also allow other breaks for health conditions, smoke, and religious purposes.
E.1. Disciplinary Action
We at [company name] follow a point system to handle instances of employees returning late from a scheduled break. Every occurrence of late return (more than 10 minutes of the allotted break times) is subject to 1 point.
Summation of points translates to actions below:
- 2 Points: Verbal warning.
- 3 Points: Written warning.
- 4 Points: Disciplinary meeting with the manager.
- 5 Points: Suspension or loss of privileges.
- 6 Points: Agent contract is subject to termination.
F. Dress Code
All call center employees must present themselves as clean and well-groomed.
You should also keep in mind that your clothes:
- Are work-appropriate and project professionalism.
- Don’t contain stamps, patterns, or words that are offensive or inappropriate.
- Aren’t too revealing or made for workouts and other outdoor activities.
Note: Grooming styles dictated by religion or ethnicity aren’t restricted.
F.1. Disciplinary Action
The first count of dress code violations will result in a verbal warning. However, continuous violations that result in the loss of clients can lead to the contract termination of the contact center agent.
G. Electronic Devices
As electronic devices contain customer information like personal data, phone numbers, recorded calls, customer interaction transcripts, and other sensitive information, monitoring their usage is important.
Here are some things to keep in mind regarding personal cell phone use:
- Limit personal device usage to 30 minutes a day during work hours.
- Put your mobile device on silent mode or turn it off when asked.
- Make brief personal phone calls away from the call center floor.
Moreover, you should limit the company-provided mobile device to:
- Official purposes like clocking in or customer support.
- Communicating with team members or clients.
- Using employee productivity apps or other workforce management tools on your work device.
G.1. Disciplinary Action
If cellphone use interferes with the employees’ work, performance or their ability to provide excellent customer service, [company name] has the right to revoke their cell phone privileges entirely.
Moreover, electronic device usage that involves an illegal activity such as harassment, violation of the company’s data security or privacy can lead to the immediate termination of the employee’s contract.
H. Social Media Usage
Social media provides a platform for digital marketing. We can use it to track important KPI (Key Performance Indicators) and metrics like customer satisfaction, audience reach, engagement, and more.
However, social media can be highly impactful, and that’s why it should be used in regulation.
Here are a few guidelines employees should follow when it comes to social media usage at work:
- Avoid using social media during work hours or on company devices.
- Don’t use company email addresses to register on social networks and other non-work-related websites.
- Don’t create a link from any social networking site to the company website without identifying yourself as a [company name] associate.
- Don’t post on social media on behalf of [company name] unless you have written permission from a manager.
H.1. Disciplinary Action
Any employee that violates the social media guidelines mentioned above will be subject to disciplinary action, including termination.
I. Employee Acknowledgement
I have read and understood the call center policy and will abide by all the conditions of the policy defined herein.
Call Center Agent Name
Disclaimer: The call center policy template is meant to be a general guide and should only be used as a reference. This company policy template may not necessarily include all local, federal, or state laws and other applicable laws, and so, it should not be considered a legal document. Neither the author nor Time Doctor shall be responsible for any legal liability that may result from the use of this sample policy.
Carlo Borja is the Head of Online Marketing for Time Doctor, a time tracking software for remote teams. He is a full-time telecommuter, a digital nomad and a coffee junkie.