Policy Guidelines

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.)
2. Social Media Engagement Policy

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. You can leverage this content to build your
employer brand. Get some TikTok likes if the content is shared on that channel and
build social proof for your brand.
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. Decent clothing must be observed. 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

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.
A. Social Media Engagement

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.
D. Attendance
(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.

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1.

Non-Disclosure Agreement (NDA)

Your NDA should include the following:

 Your technical systems (techniques, inventions, script, patents, etc.)

2. Social Media Engagement Policy

3. Background Checks on Employees

4. Consent for Recording Audio and Video

7. Drugs & Alcohol

8. Track All Agents With Unique Access ID

10. What to Say to Customers and What to Avoid

Call Center Policies and Procedures Templates

A. Social Media Engagement

In case of a lost or stolen badge, it is crucial to report it immediately to the

Additionally, it is expected that upon the termination of an employee’s contract

Furthermore, microphones and cameras have been installed in specific common

We value your understanding and cooperation in complying with these policies as we

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