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SOP for OIutbound/Inbound call center

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  • #17887
    Nawaz Pasha

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

    Nawaz Pasha.


    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.


    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.


    Hi Bilal,

    Thanks for your recommendations.

    Nawaz Pasha.

Viewing 4 posts - 1 through 4 (of 4 total)
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