What is a Zero Tolerance Policy – ZTP?

What is a ZTP in a BPO or Contact Centre?

What is a ZTP in a BPO?

Question asked by Mike

ZTP stands for Zero Tolerance Policy

ZTP stands for Zero Tolerance Policy.

It is a policy designed to specify certain behaviours that will not be tolerated towards employees.  It is designed to make sure that staff can come to work without fear of violence, abuse or harassment.

This could either be from fellow employees or from customers.  In the case of an employee this typically leads to instant dismissal.

The use of a ZTP is commonly used in businesses, BPO and contact centres.

Zero Tolerance Policy (ZTP) for Employees

Making sure there is an internal policy so that staff can come to work without fear of violence, abuse or harassment.

This will probably include a number of areas

• Bullying and Intimidation
• Improper Sexual Conduct
• Equality (Sexism and Racism)
• Stealing
• Use of Drugs (and possibly Alcohol)

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

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 ZTP would be

• 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

Zero Tolerance Policy (ZTP) for Customers

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.
We have put together a policy here

A Policy for Dealing with Abusive Customers

We also have produced a  guide on how to deal with Racism in the Contact Centre