Finance · Policies & Procedures
Telephone communication policies
An internal rulebook covering how staff handle phone calls with clients, including recording, disclosures, and record-keeping.
What it usually contains
- Standards for answering, transferring, and returning calls, with response time expectations
- Rules on call recording, consent notices, and retention of recordings
- Required disclosures and scripted language for advice, orders, or complaints taken by phone
- Verification steps for confirming a caller's identity before discussing accounts
- Restrictions on personal mobiles, texting, voicemail content, and cold calling
- Escalation and logging requirements for client instructions and complaints
What the assistant uses it for
Use to answer questions about whether a client call must be recorded or logged, what must be said or verified before discussing an account, and which phone channels staff may use for client business.
How it is versioned
A document of this type has exactly one current version at a time. Upload a revision and it becomes the version that counts — the one before it is kept and dated, but is no longer what your assistant answers from. Nothing is ever deleted, so you can always show what this document said on a given date.
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