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Developing Your Call Center Guidelines & Policies


Running a call center requires owners to consider several things when setting it up — from equipment needed to the policies and procedures you put in place. 

This article will discuss some key guidelines and policies you will need to develop to run a successful call center.


Call Etiquette for Call Center Agents

One of the most important aspects of running a call center is having agents that know how to properly communicate with customers. Call etiquette includes having polite and professional phone manners and knowing how to handle customer complaints and concerns. 

Agents should be trained on how to defuse angry callers, as well as deal with challenging situations. For example, while a caller may raise their voice and get aggressive, your agent must prepare to maintain an even and polite tone.


Call Center Floor Rules

Floor rules are critical to running a call center with in-person employees. These are rules that call center agents must follow to maintain a high level of customer service. For example, some floor rules include no personal calls, no eating or drinking at the desk, no personal conversations with co-workers, and always maintaining a positive attitude.


Call Center Agent Attendance Policy

It is also essential to have an attendance policy in place for call center agents. This is necessary to ensure that calls are being answered promptly and that customers are not being put on hold for long periods. The attendance policy should include call center agent call-in procedures and call center agent call-out procedures.


Dress Code for Call Center Employees

When in-office, another guideline that should be put in place is a dress code for call center employees. This dress code should be professional and business casual. Agents should be dressed in a way that represents the company positively and makes them look approachable to customers.


Background Check for New Agents

As a call center owner, you should also require that all new agents undergo a background check. This is necessary to ensure the people you hire are honest and trustworthy.


Non-disclosure Agreements for Sensitive Information

Another important policy for call centers is having non-disclosure agreements (NDAs) in place for employees who will be handling sensitive information. This is necessary in order to protect the company from any legal issues that may arise from call center agents sharing confidential information with customers.


Key Performance Indicators

In addition to the above guidelines, call centers should also have key performance indicators (KPIs). KPIs are measures that call center managers can use to evaluate the performance of their agents. Some examples of KPIs include billable hours, call answer rate, call abandonment rate, call satisfaction score, and first call resolution rate.


Electronic Devices and Social Media Activity

Finally, call centers must have policies regarding using electronic devices and social media activity by employees. This is necessary to prevent agents from being distracted by personal calls or social media while on the job.


Remote, In-office, and Hybrid Environments

Be aware of how remote, in-office-exclusive, and hybrid environments may impact your call center’s policies. For example, you cannot police employees to the same extent when they’re working from home as you might while they’re in the office.


Build Your Call Center Guidelines & Policies

Developing call center guidelines and policies is essential for any call center owner. Having these guidelines and policies in place can help ensure that your call center runs smoothly and efficiently.