SOPs for Call Centre

[hani]

Hi all,

Appreciate your kind assistance on this. I just set up a call centre and i need to come out with a standard operating procedure for my call centre but i have no idea how and what to start with because it's my first time setting up a call centre. Appreciate your advice on this.

You are able to email me at haniz_8@yahoo.com as well. Thanks a million.

[p2rosebud]

I have written several. I would break them down into categories such as Human Resources, Operations and Technology/Security.

Under HR we had:
Center Closures (how folks will be paid, number to call, when a closure will occur such as inclement weather)
Attendance Policy
Displinary Policy - how, when, what, when will you get a verbal when will you get a performance improvement plan
Emergency Contact Policy- how often updated

Operations we had:
Quality processes (# of monitors per agent, type -remote or side-side)
WFM processes (define how and when for shift bids, OT/VTO policy, time off requests, call out line, occurrences)
Production floor practices - defined R&R for the sups such as how many one/ones they needed to complete, team meetings that needed to be completed, etc
Outline Bomb Threat policy - how to react/report

Technology/Security - PCI practices (shredding, key swipe, lock computers)
equipment mgmt such as headsets
Outage Policy (voice, power, etc)

Finance: FLSA laws, pay practices, excessive break mgmt, etc

This is very high level and doesn't include everything you will need to document, want to document or may not be relevant to your set up but it is a start.

[nocreativity]

The SOP varies greatly so we will need more information:
1) Inbound or Outbound--I have no outbound experience per se
2) What type of center is it? Sales Center, Technically Support, Order Processing, or General Customer Service
3) How many seats?
4) Outsources or Internal??

The more information the better--But I would say from the general question you asked--The first SOP is hire a experienced director :)

Those are the basics

[uCanCallMeSidz]

Originally Posted by hani

Hi all,

Appreciate your kind assistance on this. I just set up a call centre and i need to come out with a standard operating procedure for my call centre but i have no idea how and what to start with because it's my first time setting up a call centre. Appreciate your advice on this.

You are able to email me at haniz_8@yahoo.com as well. Thanks a million.

I have written some for 'Operations'. Let me know if you are interested. We will take it from there...

[clintfoot]

Originally Posted by nocreativity

The SOP varies greatly so we will need more information:
1) Inbound or Outbound--I have no outbound experience per se
2) What type of center is it? Sales Center, Technically Support, Order Processing, or General Customer Service
3) How many seats?
4) Outsources or Internal??

The more information the better--But I would say from the general question you asked--The first SOP is hire a experienced director :)

Those are the basics

I agree with this.

And yes, if clearly you have no experience and need all the necessary and important information, you shouldn't do it by yourself. Hire somebody who knows and somebody who has experience with this one, somebody who can help you plan things, give you advice and help you make decisions. If you cannot rely on your own knowledge, don't make it a trial-and-error sort of thing, because the risks are high.