If you operate a call center, whether it’s a start-up or an established business, you need to have certain call center policy and procedures. Developed with the help of relevant subject matter experts, it helps secure your organization and its stakeholders and provides the foundations for smooth call center operations. Policies guide your employees to reach the company’s long-term goals.
A call center break policy highlights guidelines related to the breaks agents take during their work period. It defines certain rules so that agents can get some rest without their breaks having a negative impact on their productivity and the overall customer experience. Here’s a call center break policy that you can customize and make a part of your employee handbook: (Note: A downloadable version of this call center policy is available at the bottom of the template.)
A call center security policy is a document that provides comprehensive rules, plans, and security protocols that regulate access to the organization’s network. An excellent security policy ensures information security and the protection of the organization and individual agents. Here’s a comprehensive call center security policy you can download and customize to suit your needs today.
If you’re a business owner looking to grow your company, then offshoring could be the right choice for you. It’s one of the best cost saving strategies that organizations use to expand their business operations. But cost savings is just one of the many benefits of offshoring. In this article, we’ll highlight the six key benefits of offshoring. We’ll then explore what offshoring is and how it differs from outsourcing.
Gone are the days when companies did everything on their own. Powered by globalization and technological advancement, offshoring business operations has become increasingly popular among several companies. They move their business activities to a foreign country to benefit from cost savings and highly-skilled workforces. But is offshoring right for your business?
The annual ICMI Contact Center Expo, which took place virtually last month, featured an agenda of enlightening presentations on the state of the call center industry. While nearly every presentation over the two-day event mentioned the impact the COVID-19 pandemic has had on the industry, one presentation in particular took a deep dive into what has changed since the pandemic and what it means for the future.
Time Doctor’s overview dashboards provide real-time data to managers and teams at their fingertips. Our dashboards create maximum visibility into the most important insights and summaries for managers and users at the daily, weekly, or monthly levels. We have two different dashboards: the Team Dashboard mostly used by managers and those who are delegated as admins in Time Doctor, and the User Dashboard that employees can use to monitor their own work autonomously.
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: (Note: A downloadable version of this work policy is available at the bottom of the template.)
