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SOP for OIutbound/Inbound call center

Viewing 4 posts - 1 through 4 (of 4 total)
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  • 17th November 2006 at 19:13 #17887
    Nawaz Pasha
    Guest

    Hi, could anyone kindly suggest an SOP for managing an Outbound as well as an Inbound Call Center.

    Thanks,
    Nawaz Pasha.

    14th December 2006 at 13:12 #17888
    callcentreservices
    Guest

    SOP should be written on the basis of what you are doing and what you can do rather then what you should do. Just document every thing that you do in day to day operations. If you are looking forward to getting the answer to a particular question, feel free to ask that as well.

    23rd December 2006 at 23:19 #17889
    Bilal
    Guest

    Dear Nawaz,

    Your main focus on developing SOPs, will be based on processes related to the following areas:

    – Human Resources
    (Employement Forms,NDAs, Contracts, Leave Applications, advances forms etc)

    – Trainings/Recruitment
    (Interview forms, Training Course, Trainers daily feedbacks etc…)

    – Quality Control
    – HR
    – Campaigns
    – Agents

    – Technology
    – IVR, Call Recs Daily dispositions, sales reports

    You need to come up with a generic templates revolving around your center’s processess/daily acitivities related to the above areas.

    27th December 2006 at 14:24 #17890
    Nawaz
    Guest

    Hi Bilal,

    Thanks for your recommendations.

    Regards,
    Nawaz Pasha.

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