Training programs include computer-based training to learn specific call center software programs , simulated phone calls, and customer service training. All agents are expected to complete the training successfully, which will help them with company procedures, call scripts, call handling, and customer management including escalations and referrals.
Supervisors, line managers, and human resources personnel will measure and interpret agent performance standards and listen to agents on live calls. Agents should be aware of this and consent to supervisors listening to their calls for quality control purposes.
It also defines disciplinary actions that occur when a call center agent violates these policy terms. I have read and understood the call center policy and procedures of [company name] and will abide by all the policy conditions and procedures defined above. Disclaimer: The call center policy and procedures template is only meant to be a general guide and used only for reference purposes.
This call center policy template may not necessarily include all federal, state, local, and other applicable laws. 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 call centre policy and procedures template.
Carlo Borja is the online marketing manager of TimeDoctor. He is a remote worker, a digital marketer, a serial coffee drinker and more. Subscribe to our mailing list and get interesting stuff on remote working and productivity to your email inbox.
We respect your privacy and take protecting it seriously. Disciplinary action, including termination of employment, may result from violating safety standards, creating dangerous situations, or failing to report or remedy such situations.
A supervisor should be notified immediately in case of accident-related injuries, no matter how insignificant. See Section 3. Strictly for the protection of employee health, employees should inform supervisors or human resources representatives of health-related issues.
Employees should notify their supervisor and Human Resources Representative if a health issue requires a leave of absence. These are granted on a case-by-case basis. If it is necessary for the employee to be seen by the doctor or go to the hospital, a family member will be called to transport the employee to the appropriate facility.
The employee will be responsible for transportation charges when an emergency requires Emergency Medical Services to evaluate the employee on-site. Employees given the responsibility to close the business at the end of the day assume responsibility for locking doors, arming alarm systems, and performing any additional building care, such as turning off lights or setting thermostats. Employees whose regular duties do not include purchasing shall not make purchases behalf of [Company Name] without written approval.
In order to make purchases in the name of the company, you must be authorized by [a manager or supervisor]. Larger amounts will be processed as an invoice.
To protect the safety and security of employees, visitors, and facilities, only authorized visitors are allowed in the workplace. Restricting unauthorized visitors helps ensure security, guards confidential information, decreases insurance liability, protects employee welfare, and limits distractions.
Employees must park their cars in parking lots or other areas indicated and provided by the Company. New employees must complete the Employment Eligibility Verification Form I-9 and present documentation verifying employment eligibility and identity. Rehired employees who have not completed an I-9 with [Company Name] in the past three years or whose previous I-9 is no longer retained or valid must complete another. The following is for employees using a time clock.
Non-exempt employees are responsible for recording their time worked correctly. Time worked is time actually spent performing assigned duties.
The time clock is a legal instrument. Time records are reviewed weekly. Overtime compensation is paid to non-exempt employees in accordance with federal and state wage and hour restrictions.
Overtime is payable for all hours worked over [40] per week at a rate of one and one-half times the nonexempt employee's regular hourly rate. Time off on personal time, holidays, or any leave of absence will not be considered hours worked when calculating overtime. In addition, vacation time does not constitute hours worked. All overtime work performed by an hourly employee must receive authorization.
Overtime worked without authorization from the [supervisor] may result in disciplinary action. All employees are paid [weekly, monthly, etc. In the event that a regularly scheduled payday falls on a weekend or holiday, employees will receive pay [on the next day of operation]. To use this service, complete a direct deposit authorization form, which is available from [a supervisor, the payroll department]. Standards of ethics and conduct for [Company Name] are important, and the Company takes them seriously.
Deviating from company rules and standards can lead to disciplinary action, including termination of employment see Section 3. However, the existence of these programs does not signify that an employee will necessarily be employed for the required time necessary to qualify for the benefits included in and administered through these programs. The IRA plan helps contributors save by reducing gross taxable income. Please see the [appropriate person] for the current percentage.
Eligibility occurs after [12 months] of continuous employment for [regular full-time] and [regular part-time] employees. Paid vacation hours are based on the following: - Vacation time accrues at the rate of [X] hours per hour worked during the first [X] years of employment. One week paid vacation may be carried over from one calendar year to the next.
For vacations longer than 1 week, requests should be received in writing at least [60] days before the proposed vacation period. Employees will be granted unpaid time off for jury or military leave. Regular employees will be kept on active payroll until civic duties are finished.
A copy of the jury duty summons and associated paperwork are required. Under normal working conditions, employees who have a job-related problem, question or complaint should go to their immediate supervisor first to get the fastest and best solution.
If the employee and supervisor do not solve the problem, [Company Name] encourages employees to contact the [Human Resources Representative.
Employees are responsible for reading important announcements and information posted on the bulletin boards in [locations]. If this is done anonymously, care will be taken to protect employee privacy. Employment Agreements are also generally more specific to the actual terms of the employment than a Handbook. When this agreement is filled out, it should be printed out and kept on file with the company.
Then, each time an employee starts work with the company, the employee should be given a copy of the handbook and asked to sign the acknowledgment page. The company should keep a copy of the signed acknowledgment page and the employee should keep the complete Handbook. Employee Handbooks themselves are not subject to Federal or state laws, but the policies underlying the employment relationship are. Specific state laws will cover the individual elements of the employment relationship.
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Employee Handbook. Formats Word and PDF. Size 28 to 41 pages. Rating 4.
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