Manuals

[chitra]

I am in the process of creating a training and quality manual. I have documented the existing process that we follow in our organization. Are there any specific areas that one needs to stress on? If so, can someone help me with ideas.

[myla]

Hi Chitra

Read your concern, if its processes related to call center operations, you may check out www.copc.com. They are
the sole call center certification body.

Im positive you'll learn from this site.

Regards,
Myla

[chitra]

I am not able to locate any guidelines in the COPC site. Could you hlep me please

[Krunch]

Here is an outline of our QA Manual. As for COPC, if you want to spend tens or even hundreds of thousands of dollars hearing how YOU MUST run your business, they are great. If you'd rather innovate and craft your processes around your own particular needs, I' d be leery of the COPC route.

I. Overview
II. Monitoring Requirements
III. Types of Call
IV. Who Conducts Call Monitorings
V. Coaching
VI. Appeal Process
VII. Calibration Process
VIII. Reporting
IX. Call Monitoring Criteria
X. Attachments

[Jimmy Childs]

Agree strongly with Krunch. You need to sit down and write your own manual designed for your needs. Manual should contain call center rules, policies, technical section on how to use phones, computer software and multitasking with hard copy material. Training modules should align perfectly with Agent Manual. You're only half done. Strongly suggest you also write Customer Service Manual and corresponding training modules. If you would like an example of one, please email me and I will send. Technical perfection without customer service equals a failing call center!

[chitra]

Thanks Krunch and Jimmy. I do plan to create a customized one for the call center. Agents very often keep arguing with the QAs even though calibration sessions are done regularly. The most common reason for the disconnect in QA monitoring is the exceptions in situations. Ex when the customer is irate do you still the close with the standard closing statement?

I am in the process of documenting these exceptions with help from supervisors on the floor and agents.

Thanks again. Any other ideas on this is most welcome by me.

[globalrespondez]

I would also be interested in knowing about anybody Operations Manual.

Regards,

Global Respondez

[slevy]

Jimmy,
i want my CS manager to do a manual as well. Would you mind sending me a sample of what you have done?

[chitra]

Jimmy could you send me a sample of the manual too. My mail address is chitrasharan@hotmail.com

[globalrespondez]

Still awaiting for a sample of the Operations, Technology Manuals.

My email ID is cna@respondez.com

[jenna]

Hi,

I am working at a software start up company and could use some help with pulling together our call center operations manual and processes. I would really appreciate copies of anything I could use.. and then customize to our specific needs.. as well as any advice on how to get this center off the ground. Were you able to find examples??? Thanks

[globalrespondez]

Nobody seems to have any clue on operations manual. Not even guidelines!!!!!!!!! You mean to say call centers are functioning without operations manual in place. Please guide on the manual.

Regards,

[HRdude]

there aren't too many people who are willing to give away something they've worked so hard to create. Personally, I've developed a great deal of call center processes and procedures and continue to do so. While I truly enjoy creating them and know how critical they are to running a center efficiently and fairly, I'm not too keen on just handing over several hundred hours of work to just anybody - especially someone who is or may end up being my competition.

Another reason preventing people from sending out their company's developed procedures may have something to do with their company's confidentiality agreement.

By all means, keep trying. Just don't expect too many responses.

HRdude

[slevy]

While i understnad what you are saying here, i think people are( or at least I am)just looking for some ideas and direction. A simple outline whould even do. I like you would not want to share company information or information that i have been working hard on to produce.

[CenterLead]

With my assistance in creating a new department it was my delagated role to create our new policies and procedures manual. I was asked to create a manual that was in the sense of any new person who walked in off the street could go through the manual and be able to do the job from start to finish with no problems.

This was to include departmental policies such as attendance guidelines, adherence requirements and general agent expectations. Also technical information on how to walk through each step of each type of call we receive with the software we use. (alot of screen printing involved in this one) Customer service guides on how to deal with irate customers, where to escalate calls and general call flow processes. Also department specific procedures and policies that fit our guidelines.

If you take the job and break it down to the nitty gritty so that anyone can go through and learn the job and be successful at the end, you have created your own successful manual.