Call Center Standard Operating Procedures (SOPs)

We all need to grow as an individual and as a nation. However, it requires discipline and some procedures. We need human touch in our procedures. We are not machines and non-living elements. We humans have emotions that play a key role in making a decision.

Call centers are run by humans and we need to have procedures in advance. We must be pro-active to implement any procedures a management takes on their belt. SOPs are made different for operations and the management or they can be combined. We have formulated the basics of what needs to be included in standard operating procedures. There are several elements and factors to be considered. The following factors are only at the minimal level. This is only for you to start thinking what should be or should not be included.

We must define the following procedures in depth.

  • Operations Overview
    • Human Resources
      • Management
      • Staff
      • Agents
    • Technical
      • IT Staff
      • Telecommunication
      • Network Operations Center
      • Client System Integration
      • VoIP
      • Call Center Applications
    • Training
    • Quality Assurance
  • Management Practices
    • Reporting
      • Requirements
      • Reports by type
      • Call Center Report
  • Contingency Plans
    • Overflow Plan
  • Financial Standing
    • Capital Expense Report
    • Estimated Cost Feasibility Report
    • Project Cost
    • Sales Cost
    • Leads Cost
    • VoIP Minutes Cost
    • Virtual Numbers Cost
  • Improvement Initiatives
    • Agents Training and Certifications
    • Premises Certifications
    • Premises Marketing
    • Future Plans
      • Six-months Goals
      • Twelve-months Goals
      • Five-year Goals
  • Security
    • Premises Security
    • Human Resources (Management, Staff, Agents, etc.)
    • Data Security
    • Hardware Security
  • Laws
    • Government of Pakistan Laws
    • Registration & Certifications
    • Obeying different countries laws and regulations
    • Abiding with SPAM and telemarketing laws