[mahlatsi]

Purpose: To ensure excellent service in a call centre

Management has requested that a standard operating procedure be designed to ensure excellent service is given to customers at all times. What would a typical standard operating procedure document, highlighting performance measurements and improvement of service delivery, look like?

There isn't an sop in place and one needs to be implemented soonest for a team of 35 agents who handle inbound calls and electronic mail queries.

Consistency across the floor where service delivery measurements and improvements in service delivery are concerned.

[Just_Another_Lemming]

mahlatsi, sorry no one has responded sooner to you. Do you have a Human Resources Director, or is that your role in the company? The HR director is responsible for writing a SOP, along with the Employee manual, employee/employer contracts,.

When I have worked for companies in which there wasn't an HR Dept, I would borrow a couple of manuals already in place from established companies and use them as templates to create my own. So, if you don't have an HR dept, I suggest you do as I did.

I don't feel comfortable giving you links directly to a company's sop, as it may create legal problems for me or this web site. My suggestion is to do a web search by typing in the following:
Standard Operating Procedures for Customer Service.
See what links pop up. Remember you cannot plagiarize but you can use two or three different ones as guides to create your own.

Good luck!