Business phone systems

Many businesses use telephone usage policy to ensure high standards of customer service. You should tailor the policy to your business needs and processes, and set out the general rules for the appropriate use of telephones in your business.

What to put in a telephone usage policy

A telephone usage policy could cover the following issues:

Standard greetings

A consistent approach to responding to calls is an important part of your customer service. Explain in your policy how employees should greet callers. For example, they could state the business name, their own name and then ask: "How may I help you?"

Message quality

Identify in your policy any control measures or provisions for supervision or approval of the quality and content of any automatic messages or recorded guidance.

Transferring calls

Explain protocols for call transfers. For example, employees in all areas should be aware of the names, roles and responsibilities of people across your business so that they can transfer calls swiftly and accurately.

Call scripts

Businesses conducting large numbers of similar calls might use manuals providing lists of standardised responses to frequently received queries.

Private use

Some businesses place limits on making personal calls at work. You may also consider restricting the use of private mobile phones.

Call monitoring

For training and quality control purposes, you may want to record calls your employees make and receive. Contact your telephone system's supplier to find out the options for call monitoring and automatic call recording.

Monitoring telephone calls in the workplace

Call monitoring in the workplace can occur for a variety of reasons. For example, it can help with:

• employee training
• customer quality insurance and monitoring
• legal and regulatory compliance
• resolving potential disputes with customers
• evidencing business transactions
• preventing or detecting crime

Monitoring and recording of calls are subject to regulation and have privacy and data protection implications. Before you implement any measures, you must identify clear business benefits and weigh these against any adverse impact on your employees.

If you wish to monitor or record calls with your customers, you must let them know that you may be recording the calls. Find out how to monitor staff correctly and lawfully.