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Policy Clarification and  Adherence



Areas we look at include:

Documentation. Are the policies written down? How do employees find out about work rules? Are work rules easy to understand? Where do employees go for answers to questions?

Discipline vs. flexibility. Do work rules allow for flexibility? Who approves an exception to work rules? Are disciplinary actions taken against employees that do not follow work rules? What is the consequence of disciplinary actions?

Consistency. Who is responsible for disseminating work rule information? Who enforces policies? How are policies enforced? Are call center work rules different from other departments’ work rules? How is this communicated to employees?

Volatility. How often are there changes in work rules? How are agents notified of changes?

Effectiveness. What happens when employees don’t know about or understand work rules? How do you know if policies are being enforced? What do employees think about company policy relating to work rules?



Typical outcomes include:

Improve performance through increased adherence when policies are written in clear, concise language and communicated to employees.

Reduce turnover costs and improve performance (through increased tenure) by improved morale. Improve morale when employees see that work rules are enforced, understand the reason “why” behind work rules, and have input into their creation.

Improve customer satisfaction and lower costs by improved adherence to schedules (the number one policy compliance issue in call centers).