When working in a contact centre, there are important things your agents always need to be aware of. Whether this is their first time working in a contact centre or not, you need to ensure that they are fully aware of what is/isn’t allowed on their very first day.
NO MOBILE PHONES
At RSVP, mobile phones are not allowed on the sales floor. A lot of companies have lockers that employees have to lock their mobile phones and other electronic devices in at the start of the day. We don’t feel the need to do this; however we do make it very clear by having a zero-tolerance policy against the use of mobile phones on the sales floor. The reason being is that because we handle sensitive information such as customer details and credit card details, it’s too much of a risk to have mobile phones at desks. This also puts the client at ease. Of course, our staff are allowed to use their mobile phones on breaks when they are away from their computers and away from the sales floor. And as all of our staff are working in the entertainment industry, it’s important they are able to access their mobile phones when they need to as they may need to take a call from their agent.
PAPER FREE OFFICES
Similar to the use of mobile phones, it’s important to keep your offices paper-free. This, again, keeps the clients mind at rest, knowing customer details aren’t at risk. As a company that handles card details and other sensitive information, you have a duty to protect your clients customers.
PAUSE CALL RECORDING
All calls should be recorded in the contact centre, not only for the customers benefit, but also for the agents and managers (see blog on how to improve call quality monitoring for more information on this). Customers need to be made aware that the call is being recorded at the beginning of the call. When the agent goes to take card details, the call recording must be paused. If you’re able to, introduce an automated system where the recording pauses when the agent reaches the payment screen. This prevents any mistakes and ensures details will be protected.
Following these simple steps keeps your clients mind at rest and ensures customer information is protected when handling details. Make sure you follow them as they are all extremely important!