Does anyone have any information on recent call center audits, here in the states? All I have is hearsay. I am told that a team of individuals, I assume managers, arrive at a center unannounced. They then begin to search for individuals at workstations that may have their personal phone out, or have proprietary customer information such as passwords and usernames written down on paper. Also looking for any personal stuff, such as charging devices and fans being plugged in to power. I have been also told, that these audits have included rummaging through trash cans. It hasn't happened at our center yet, but a manger told me, with few specifics that it is going on elsewhere, and it is "ugly". Persons being put on discipline as well as decision making leave. Thanks if you have any info.....
13 replies (most recent on top)
Hey OP,
You said things are getting ugly, how pretty would your face look if there was a piece with your profile randomly floating around a call center or store?
LOL! The Clean Desk Policy is a JOKE! At my call center, they enforce it to only who they want to put on discipline. There are all kinds of pictures being taken out on the sales floor. Management has their phones out taking pics! Enforce the clean desk policy for all or get rid of it!
Clean desk policy. It happens pretty much as the post described except in our call center it was one person doing the checking. But yes they went through all bits of paper at the desk and whatever was stored in your work email. trying to make sure there is no customer information anywhere. And yes, personal devices are no go out on the call center floor.
All call center jobs are moving overseas. The company will tolerate mediocre customer service to save big bucks! Only a matter of time.
Pretty normal stuff, the penalties should be higher.
The 2015 'Clean Desk Policy' is actually quite serious and still in effect. Some centers aren't treating it as such. Therefore, audits are happening. The rules of sensitive customer information apply to all.
Spreading fear
Lots of uninformed people on here. We have already been advised of these audits happening a couple of weeks ago. They are looking at exactly what the OP said.
Yep as other poster said that is normal audit procedure. Certain auditors at my store actually dumpster dive in the parking lot to find customer information that wasn't shredded. ARSM does an store audit check monthly which includes everything you spoke of.
Ummm that's normal audit prodcedure.
Not sure how call center audits go but in terms of retail stores they have those every year. Especially company info or customer information just laying around is a huge hit. Search up CPNI which I'm sure everyone is the company takes as a yearly course.
Stop fear mongering
They do this when planning offshoring, that would make more sense
From the Security controls and governance procedures, Banks and financial institutions had regularly prohibited the use of cell phone cameras, sensitive locations are monitored though surveillance, never heard of A T&T doing the same, since they allow external email addresses in their networks, therefore anything can be sent without repercussion, even sensitive data masked with code, a Sec Admin I will call this one BS
Bizarre! Can't imagine it is anything more than 'talk'. T doesn't need to waste their time with that. If they need to layoff, they can and will.