Effective Date Supersedes N/A Issuing Authority Executive Vice President; Vice President, Information Technology & Chief Information Officer Responsible Officer Executive Vice President; Vice President, Information Technology & 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.
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 This policy does not form an agreement of any kind and may be amended, revised, and rescinded at NYU’s discretion.
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.
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.
Employees who are assigned the task of servicing calls that are subject to monitoring are required to:
Appendix A: Sample Employee Evaluation (Donation Solicitation) (PDF)