Call Center Cell Phone Use

[vpaterno]

I'm looking to get some input on creative ways of enforcing cell phone use in a call center environment. With generation Y employees on the rise, I'd like to find a creative way of allowing cell phones on the call center floor (as a privilege, used in case of emergencies) but am interested in ideas of how this privilege can be revoked for those who are abusive (i.e. texting, calling, while on the clock). Does anyone have a point system, set guidelines or a policy similar to this? Any help or input would be greatly appreciated.

[NBosch]

My advice is: don't do it.

If necessary allow agents to have their phones on buzz only, so that they are available in the case of emergencies etc.

However, if you would allow (some of) them to text now and then, to make (personal) calls etc. you are going to create a problem for your on the floor management. They will have to spend more time monitoring use and abuse of the right by agents.

Hope this helps.... :)

Niek

[JeremyP]

Don't allow them. I have set up call center's from Ireland to Oregon to Puerto Rico, cell phone use is the first thing prohibited at all of them.
It is not a penalizing decision, its one that stops them from getting themselves in trouble, or one of their co-workers getting the entire group in trouble.
It is just best not to do it.

[shailyhutson]

I think it would be better to not to allow the cell phones as it will produce disturbance to the working environment. If you still want them to use then tell them to keep on silent.

[JessieKat]

My call center doesn't allow cell phones -- period. While it's alright for emergencies, the general rule is that we keep cell phones turned off during out calls. For about a week, we had a rule where cell phones had to be kept in a locker, but that rule was pretty much trashed as soon as our boss realized that no one was really following that rule. As a matter of fact, that rule led to less cell phone use because everyone was hiding their phones.

One thing that should be mentioned is that I'm the only one who KNOWS of this rule -- but that's because I'm buddy,buddy with the boss. lol.

[abd1]

I agree with the others -- don't allow it. we don't allow it because we need to protect customer info. with the camera phones employees could easily take pictures of their screen and take sensitive customer and company info. we do have a system of issuing "emergency day passes" in case they have some sort of emergency going on like a sick child or family member, or a spouse is pregnant and due any minute. To get a pass they must go to their sup who issues the pass. their phone has to physically be out on their desk sitting on the pass so that there's no ambiguity about who should have their phone out or not. We also have an emergency hotline number the reps are given that they can give out to family members, schools, daycares, etc. if someone calls that hotline it goes to one of our sups who will then locate the rep. They also get a break about every 2 hours so they can use their cellphone then away from their desk.

[Acecare]

I don't agree to the implementation of Cellphone in a Call Center. It definitely make a disturbance in conversation between you and a customer. The customer may be anger or irritated if the conversation was cut.

[athurart09]

Originally Posted by NBosch

My advice is: don't do it.

If necessary allow agents to have their phones on buzz only, so that they are available in the case of emergencies etc.

However, if you would allow (some of) them to text now and then, to make (personal) calls etc. you are going to create a problem for your on the floor management. They will have to spend more time monitoring use and abuse of the right by agents.

Hope this helps.... :)

Niek

Thanks for sharing.

[teresap989]

Originally Posted by abd1

I agree with the others -- don't allow it. we don't allow it because we need to protect customer info. with the camera phones employees could easily take pictures of their screen and take sensitive customer and company info. we do have a system of issuing "emergency day passes" in case they have some sort of emergency going on like a sick child or family member, or a spouse is pregnant and due any minute. To get a pass they must go to their sup who issues the pass. their phone has to physically be out on their desk sitting on the pass so that there's no ambiguity about who should have their phone out or not. We also have an emergency hotline number the reps are given that they can give out to family members, schools, daycares, etc. if someone calls that hotline it goes to one of our sups who will then locate the rep. They also get a break about every 2 hours so they can use their cellphone then away from their desk.

Thank you so much for the post. It's really informative!




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