What is a Zero Tolerance Policy – ZTP?

Contact centres and BPOs are known for their abbreviations and acronyms, so keeping on top of all the different terms can be daunting.

So when Mike asked our Community of industry professionals “What is a ZTP in a BPO?” we wanted to look at this topic in a bit more detail.

What is a ZTP in a BPO or Contact Centre?

ZTP stands for Zero Tolerance Policy and is commonly used in businesses, BPO and contact centres.

A Zero Tolerance Policy (ZTP) is a strict policy that prohibits certain behaviours and actions, with predefined consequences for violations. The aim is to maintain a professional, respectful, and compliant work environment.

It is designed to make sure that staff can come to work without fear of violence, abuse or harassment, either from fellow employees or from customers. 

In the case of an employee this typically leads to instant dismissal.

A Zero Tolerance Policy (ZTP) for Employees

Why Do You Need a ZTP for Employees?

It’s essential to have a robust internal policy in place that ensures employees can work in a safe and supportive environment, free from violence, abuse, or harassment.

Such a policy not only protects staff from harmful behaviors but also fosters a culture of respect and professionalism within the workplace.

By clearly defining unacceptable conduct and outlining the consequences for violations, the policy helps to prevent incidents before they occur and ensures that any issues are promptly and effectively addressed.

This commitment to employee well-being is vital for maintaining morale, productivity, and a positive organizational culture.

What Will an Employee ZTP Cover?

A Zero Tolerance Policy for contact centre employees, will typically cover the following areas:

• Bullying and Intimidation
• Discrimination
• Improper Sexual Conduct
• Violent Behaviour
• Fraud and Theft
• Compliance Violations
• Substance Abuse (Drugs and possibly Alcohol)
• Insubordination

Usually people breaching the Zero Tolerance Policy will typically be dismissed instantly under the Gross Misconduct Rules with no notice period or redundancy paid.

What is Meant by Gross Misconduct?

Gross misconduct can include things like theft, physical violence, gross negligence or serious insubordination.

With gross misconduct, you can dismiss the employee immediately as long as you follow a fair procedure. You should investigate the incident and give the employee a chance to respond before deciding to dismiss them.

When an employee is dismissed for gross misconduct, they:

• leave immediately
• do not have a notice period
• do not get paid notice pay

The employer must still pay for

• any work they have not been paid for yet
• any holiday they have accrued
• any expenses they’re owed

Examples of a where ZTP would be used include:

• One employee punches another employee
• An employee improperly touches or indecently assaults another employee
• An employee uses racist language
• An employee being at work under the influence of alcohol or drugs
• An employee stealing
• Lying to a customer

How to Create a Zero Tolerance Policy for Employees

There are six main steps that many companies follow when creating an internal ZTP for employees.

1. Define the Purpose and Scope of the ZTP

Clearly state the objective of the policy, which is to provide a safe and respectful work environment free from violence, abuse, and harassment.

Then specify who the policy applies to (e.g., all employees, contractors, customers), and the environments it covers (e.g., workplace, remote work settings, off-site events).

2. Identify Prohibited Behaviours

Identify which behaviours are covered by the ZPT and set clear expectations on what is covered for each.

For Example: If your ZTP includes ‘Substance Abuse’ you could ban the use of drugs and alcohol during work hours or on company premises.

3. Establish Consequences for Policy Violations

Clearly outline the consequences for policy violations, such as warnings, suspension, or immediate dismissal.

Then ensure that the policy is enforced consistently across all levels of the organization to avoid any perception of bias or unfair treatment.

4. Implement Reporting Procedures

Provide clear instructions on how employees can report violations, including multiple reporting channels (e.g., HR department, anonymous hotline), and assure employees that reports will be handled confidentially to protect the privacy of all parties involved.

It is also worth including a non-retaliation clause to protect employees who report violations.

5. Provide Training on the Policy

Communicate the policy clearly and regularly through employee handbooks, onboarding processes, and internal communications.

Implement regular training sessions to educate employees about the ZTP, their rights, and how to report violations.

6. Review and Update Regularly

Periodically review and update the policy to ensure it remains relevant and effective in addressing new challenges and changes in laws or regulations.

It could also be worth getting employee feedback on the policy to see if there are ways to improve it.

A Zero Tolerance Policy (ZTP) for Customers

Why Do You Need a ZTP for Customers?

It’s also crucial to implement a comprehensive external policy that safeguards employees from violence, abuse, or harassment by customers.

While internal policies address interactions between colleagues, external policies are equally important as they extend protections to situations where staff interact with the public.

Such a policy should clearly outline the types of unacceptable behavior from customers and provide guidelines on how employees can handle difficult situations, including the steps they should take if they feel threatened or harassed.

Additionally, it should empower management to take swift and appropriate action, such as removing disruptive customers or involving law enforcement if necessary.

By establishing and enforcing these external protections, the organization demonstrates its commitment to employee safety and well-being, ensuring that all staff members feel secure and respected while performing their duties.

This not only enhances employee morale and job satisfaction but also contributes to a more positive and professional interaction between staff and customers.

What Will an Customer ZTP Cover?

A Zero Tolerance Policy for customers, will typically cover the following areas:

• Verbal Abuse
• Physical Violence or Threats
• Harassment
• Disruptive Behavior
• Discrimination

The ZTP can also apply where

• The customer uses racist language to an employee
• Threatening language
• In appropriate sexual advances (e.g. asking what underwear an employee is wearing)
• Stalking an employee

In these cases action will be taken to terminate a customer account and to block the customer from entering or calling the business.

How to Create a Zero Tolerance Policy for Customers

There are six main steps that many companies follow when creating an external ZTP.

1. Define the Objectives of the ZTP

Clearly articulate the goals of the policy, such as protecting employees from abusive behaviour, ensuring a respectful environment, and maintaining professional interactions between staff and customers.

2. Identify Unacceptable Behaviours and Legal Considerations

Clearly define which behaviours are covered by the ZPT and set clear expectations on what is covered for each.

For Example: If your ZTP includes ‘Harassment’ you should specify behaviours that are considered harassment, including sexual harassment, inappropriate comments, etc..

You should also ensure that the policy complies with relevant laws and regulations. Consult with legal experts to address any potential legal issues. It is also worth integrating the ZTP with other company policies and procedures to ensure consistency and comprehensive coverage.

3. Establish Response Procedures for the ZTP

Define the steps employees should take when a customer violates the policy, such as issuing warnings, ending the call, or law enforcement if necessary.

You should also provide guidelines for documenting incidents, including what information to record and how to submit reports.

Make sure that you create clear channels for employees to report incidents, including contact points (e.g., HR, managers) and methods (e.g., incident forms, hotlines).

4. Define the Consequences for Violations

For each type of unacceptable behaviour you have identified clearly outline the procedures and processes staff need to follow.

For Example, if the call needs to be terminated, define the phrases an agent needs to say and the number of warnings they need to give.

And if you need to take legal action make sure you describe the circumstances in which the company may pursue legal action against a customer, such as seeking restraining orders or pressing charges.

5. Make Sure You Clearly Communicate the Policy

Once you have your policy you need to make sure it is clearly communicated to customers and you could do this by:

• Including the policy in customer-facing materials such as terms of service on the company website or agreements.
• Placing clear, visible signage in customer areas (e.g., entrances, waiting areas) outlining the policy and expected behavior.

And you also need to make sure you train employees on the policy, including how to enforce it and handle situations involving customer violations.

6. Review and Update

Periodically review the policy to ensure it remains effective and relevant. This includes evaluating incident reports and gathering feedback from employees.

You also need to make sure you are making the necessary updates based on new challenges, legal requirements, or feedback.

Don’t Forget the Employees

When putting together your ZTP it is also worth making sure that it also covers support for employees, and that these options are clearly publicised.

For example you could:

• Offer counselling or employee assistance programs for those affected by customer abuse or harassment
• Provide debriefing sessions to discuss incidents and ensure employees feel supported and heard.

You may also find these articles helpful to read next:

• A Policy for Dealing with Abusive Customers
• How to Deal With Racism in the Contact Centre

Author: Jonty Pearce