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Safety Health and Environment Intra Industry Benchmarking Association
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Question 585 November 2007

Managing threatening telephone calls

Does anyone have a policy or procedure that deals with threatening and abusive telephone calls? Especially ones that focus on a call centre environment.


The following 4 companies answered this question and 5 documents were supplied:

  • American Express Services Europe Ltd: OHSG
  • BT plc
  • Environment Agency
  • Lloyds Banking Group
  • "Harassment and Bullying Guidance"
  • "Team Leader Next Steps"
  • "Threatening Behaviour Process"
  • "Threatening Behaviour Recording Form"
  • "Verbal Abuse"

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