cell phone use by agents?

[rachelr1977]

We have a small group, only about 30 agents, and are usually pretty flexible when it comes to having to log out out of the phone queue for personal breaks.

However - we're seeing that we have a few reps who take major advantage of that, and would like to write a new policy regarding cell phone use.

My first reaction is to require that any agent logged in to the phone queue needs to have their cell phone turned to silent (not vibrate) and put away (meaning not on the top of their desk in sight) and that cell phone use would be limited to before/after their shift, and during their lunch.

One of my other supervisors agrees with me, the other says I'm being too harsh. We can't be the only group out there with issues regarding cell phone use among agents, can we?

If you guys have any suggestions or can share your current policy - that would be super helpful. Thanks!

rachel :)

[Charles Alvear]

Our cell phone policy is as follows:

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1. If you have a cell phone here, please make sure it is Powered Off or Set to Vibrate/Silent.

2. If you are on the phone with a customer, DO NOT answer your cell phone unless it is an emergency.

3. Limit your cell phone usage to lunch or break times if at all possible.

4. If you need to have someone contact you at work and do not have a vibrate mode on your cell phone, please provide them with your direct office number and your extension number.

We should not be answering our personal calls while on the phone with customers as this gives a bad impression about the service we deliver. If you have an extenuating circumstance, such as expecting an urgent call about a sick child or other family matter, this may be considered an exception.

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Our main concern is that we want to avoid service interuptions/distractions with customers. This has not been much of an issue for us. Occassionally we send out a reminder to the whole staff to ensure that they remember the policy.

[TechSup2103]

Our policy is if you have a cell phone, it must be checked in. You may not have it at your desk, nor can you use it on the callcenter floor. You may use it in the hallway outside the callcenter, or outdoors, however no cellphones on the callcenter floor.

We have run into too many instances of people texting from their desks, playing games, etc.

We have a general number that incoming calls can be received in cases of emergency, otherwise cellphones are used during breaks and lunch.

It seems harsh, however reps need to understand that they are part of a "business" and certain measures are necessary to ensure the quality of the business.

[Boschen]

The other option also, so as not to single people out JUST because they are using cellphones but rather in the broader context of NOT being on the phone that they are paid to be on...I would suggest you consider your monitoring of actual talk time. That will tell you who is wasting time regardless of whether it is cellphone use or talking to much to a neighbor - for instance.

If someone is logged in for 7 hours...but may only have like 3 hours of talk time....you can address that without singling out any specific behaviour.

[sheldonoverton]

I agree with your view. I’ve used the following policy regarding cell phones:

1. Cell phone use should be restricted to scheduled breaks.
2. During scheduled work time (on phone, meetings), cell phones should be turned off or set to vibrate, and should not be used except for emergencies.

If you were holding a team meeting and an agent answered their cell phone, would you consider that acceptable? Probably not because they should be focused on the topic being discussed. An agent’s time on the phone if even more important. When they are scheduled to be on the phone, they should be focused on answering calls and servicing customers.

Once you implement this policy, consistency and managing the change will be key. If you aren’t consistent, agents will see this as the “flavor of the month” that will blow over in a few weeks. Communicate the change and follow through.

I hope this helps. Feel free to reach out if you would care to discuss.

Sheldon Overton
sheldonoverton@aol.com