Use of Call Monitoring for Customer Service Improvement
New York University (NYU) strives to maintain the highest quality of customer service while fielding calls to provide assistance to the University community. This goal is consistent with our ambition to be recognized as one of the world’s elite research universities with corresponding excellence in our administrative operation. In order to improve and maintain a high level of customer service, NYU encourages ongoing training and career development for its employees. It also acknowledges that review and analysis of performance is a necessary element of a state of the art customer service program. Communication by telephone continues to be a critical tool in providing information, advice, and assistance to members of our community. To that end, individual colleges, schools, institutes, operating units, or other departments and/or divisions may develop a customer service call monitoring plan solely for the purposes of: (1) improving customer satisfaction; (2) assessing and improving processes; (3) creating visible accountability for performance; (4) maintaining quality standards; (5) improving efficiency and productivity; (6) demonstrating compliance; and (7) improving training with respect to service calls. Call monitoring at NYU is not to be used for any other purposes. This policy does not form an agreement of any kind and may be amended, revised, and rescinded at NYU’s discretion.
Purpose of this Policy
The purpose of this policy is to set forth the rules and guidelines to be followed by all New York University colleges, schools, institutes, operating units, or other departments and/or divisions when establishing and implementing a customer service call monitoring plan. This policy is also to be followed by employees who handle monitored calls. Violation of this policy will result in disciplinary action.
Scope of this Policy
This policy applies to all employees involved in the developing, implementing, maintaining, and monitoring of customer service call monitoring plans, and all employees who handle monitored service calls.
Procedures for Implementation
I. Implementing a Customer Service Call Monitoring Plan
- All customer service call monitoring plans must include:
- Phone lines dedicated to monitored calls or with the capability to disengage the monitoring for employees to make personal or non-work related calls;
- A directive to refrain from monitoring personal calls due to an employee's personal use of a monitored line, once it is determined that the call is personal in nature;
- Training for employees who will handle the service calls;
- A pre-recorded message at the beginning of the call to inform callers that conversations may be monitored;
- A written procedure for monitoring calls to assess the quality of the service calls, addressing common complaints, and evaluating customer/client needs, which must include: (i) the circumstances under which service calls will be monitored; (ii) the number of service calls that will be randomly monitored under normal circumstances; (iii) who will monitor the service calls; and (iv) how feedback will be provided to employees who handled monitored service calls;
- Standards on which to evaluate the quality of service, employee productivity, and the performance of the employees handling the service calls that are substantially similar to the Sample Employee Evaluation attached to this policy as Appendix A, which may be adapted to the college’s, school’s, institute’s, operating unit’s, or other department’s or division’s needs;
- A method to inform employees that negative performance feedback and failure to improve call servicing skills will be treated the same as any other performance issue; and
- Security controls to safeguard the sensitive information or data that is heard while monitoring with such security controls to ensure that the applications and devices used to monitor calls are accessible only to those entrusted with this responsibility.
- If a customer service call monitoring plan is designed to include unionized employees who handle service calls, the draft customer service call monitoring plan must be presented to and approved by the Office of General Counsel and Labor Relations and the Assistant Vice President of Employee and Labor Relations prior to approval by the senior person at the appropriate college, school, institute, operating unit, or other department or division.
- Before a customer service call monitoring plan may be implemented, it must be approved by the senior person at the appropriate college, school, institute, operating unit, or other department or division that will implement the plan. After providing the approval, the senior person or his/her designee should contact NYU Information Technology (NYU IT), Technology Operations Services.
- Once a customer service call monitoring plan is approved, the senior person or his/her designee from the college, school, institute, operating unit, or other department or division must work with NYU IT, Technology Operations Services to develop the security measures within the customer service call monitoring plan and/or for other technical assistance in implementing a customer service call monitoring plan, such as the incorporation of an announcement into their call process that alerts callers that their calls may be monitored.
II. Employees Who Handle Calls Subject to Monitoring
Employees who are assigned the task of servicing calls that are subject to monitoring are required to:
- Attend training sessions;
- Follow protocol and procedures set forth in the training sessions;
- Refrain from making personal calls on the monitored telephone lines; and
- Refrain from the use of profanity or any other inappropriate language while on a service call.
Appendix A: Sample Employee Evaluation (Donation Solicitation) (PDF)
About This Policy
Effective Date Supersedes N/A Issuing Authority Executive Vice President; Vice President, Information Technology & Global University Chief Information Officer Responsible Officer Executive Vice President; Vice President, Information Technology & Global University Chief Information Officer
Call monitoring: The process of listening to or observing an employee's phone calls with customers/clients; also known as "silent monitoring."
Service call: A contact center employee's telephone conversation with a customer or client to provide assistance.