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Call Avoidance Policy in Call Centers

A Call Avoidance Policy is important to ensure that agents and employees in the company remain committed to their telephone call answering standard to prevent the company name into disrepute. Avoiding calls in a call center company is a fundamental sin because it is tantamount to not doing your job.

Every company has the liberty to create their own call avoidance policy, which basically involves putting penalties for agents avoiding calls. A typical call avoidance penalty would be a reprimand in a formal memo for the first offense. Subsequent offenses can result to suspension or termination because it can be construed as a serious misconduct and gross and habitual neglect of duties.

While all avoidance policy is important and understandable, companies should have an effective way to establish that call avoidance has been committed in charging employees with such offence. Call avoidance can be derived using different strategies such as Unscheduled personal break time used (notably larger occurrences near end of shift), Excessive outbound calls to local numbers made before break, lunch, or end of shift, Unavailable time used categorized by the agent as research or offline production time (notably larger occurrences near end of shift), Short calls where the agent has disconnected the line and Silent calls where the agent simply fails to respond to the caller and remains muted as customers say “hello, hello, can you hear me”. This is usually reflected in the agent activity reports, contact reports, transfer reports, and trouble ticket reports. This is also monitored in call records, which managers can also check.

A call avoidance policy therefore is important to ensure that all calls are answered without delay, employees answer phones in a polite, helpful and respectful manner.

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