- This topic has 9 replies, 1 voice, and was last updated 17 years, 9 months ago by Refilwe.
5th August 2002 at 08:33 #13762BillGuest
I’m trying to develop a Call Center Agent’s code of conduct, can anyone help if there is any site that I could reference ? Thank you.15th September 2002 at 16:07 #13763Simon PatemanGuest
Bill did you manage to find anything, I am also interested in gain info?16th September 2002 at 09:48 #13764VivianGuest
I’m interested too, but more in terms of call centres that provide chat services, what policies can you implement to prevent the CSR’s from disclosing the location of the centre or meeting up with the callers? I know this is there personal affairs after hours, but i would like to include some clause to that extent.23rd December 2002 at 15:51 #13765RefilweGuest
Am interested too, more in terms of a small call centre that deals with Procurement of Maintenance Contractors in the Properties Industry. Would it be appropriate if I extract something from the company’s Code of Business Practice or what needs to be specific pertaining to call centres?3rd June 2003 at 09:25 #13766BethGuest
I’m interested too, also to include conflict of interest situations.11th June 2003 at 09:59 #13767aprGuest
hi am not sure if this helps but here are a few
need to maintain a quiet enviorenment so as not to disturb
the fellow call takers
no eating on the work stations
no browsing of unofficial or non-bussiness related sites on the net
if this helps let me know i will collect some more
apr18th June 2003 at 09:28 #13768NuryGuest
Please help me!!
I’m trying to sort out a code of conduct for tele agents19th June 2003 at 13:06 #13769RefilweGuest
Perhaps the following ideas are worth the try:
Increase Customer Service & Satisfaction Level
Recognise Needs & Expectations of all Internal & External Customers
Increase Employee Productivity & Efficiency
Ensure ongoing skills/training development
Support Human Performance Management Infrastructure
Develop & Implement a Culture of Continual Process Improvement
Ensure Ongoing & Effective Communication Channel to Internal & External Clients
Uphold Culture of Collaboration & Cooperation
Always Available & Accessible
Conforms with the Quality Process and with all company operational policies
Instill Culture of Respect, Honesty, Integrity, Accountability and Favourable Work Environment
Strive to Achieve High Operational Excellence & Effectiveness
Emphasise the need for customer relationship building and avoid compromised by a conflict of interest.
Create and maintain a clean and safe working environment.
Answer calls in a friendly and enthusiastic manner.19th June 2003 at 17:21 #13770Gene ReynoldsGuest
Guys… I think it’s a good idea, but frankly, I think that this “code of conduct” should be taken a step further and established a code not only for the agent to follow, but also for the employer to follow as well.
I suggest establishing something of a Call centre charter, where you list out no more than, say 8 to 10 items for the agent to follow and then follow that with 8 to 10 items that the business in return will adhere to.
Personally, it would feel far more balanced to the potential employee who will be working in your business.20th June 2003 at 12:16 #13771RefilweGuest
I agree with Rene. Most employers has a “Code of Business Conduct” in addition to the Vision and Mission statements. Concern is that this are ussually never revised/follow up on regular basis, hence a way can be investigated to link them into a Call Center Charter.
On the other side, there is an opportunity to establish/draw a Service Level Agreementwith all the business units that the Call Center interface with on regular basis. The agreement needs to be signed off by “all” top level management, and be pro actively espoused as such!
Service Level Agreement in this case would encompass all from Recruitment to Service Delivery including Support Services!
i would feel this will balnce the scale somewhat