Standard Operating Procedures

POLICIES & PROCESSES

 Customer Service SOP

SECTION 1. CALL OPERATIONS

A call center is a specialist, centralized facility that handles phone calls between organizations
and customers or prospective customers. Call centers can handle inbound calls, outbound calls,
or both types of calls. They can be fulfilling a number of business purposes including sales and
marketing, lead generation, customer support, and more.

A. Description of Call Operation

• Work shifts of 8 hours
• 11 hours a day operation
• Provide immediate responses to telephone inquiries, information and referral
• Handle complaints, provide appropriate solutions and alternatives within the time limits
• Provide accurate, valid and complete information by using the right methods/tools

B. Organizational Structure
• Team Lead Customer Service
• Customer Service Representative

Two shifts of operation:

09:00 AM - 05:00 PM
12:00 PM - 08:00 PM
SECTION 2. OPERATING PROCEDURES

A. Standard Operating Procedure

Answering the call

Asking for customer Coordination with
courteously, by greeting
details for validation of operation department for
the customer and
order detail. a real time update.
providing instructions.

Providing customer with

solutions to their problem
and adhering to their
request.

Processes Handled Through the Above Steps:

1. Pending orders confirmation

2. Customer complaints

3. Resolution of Support tickets

4. Parcels Return to Office

5. Calls for COD payment Inquires

Code of Conduct

• Agents should maintain a level of professionalism throughout the entire conversation

• All customers should be treated with respect. Throughout each interaction, agents should
remain calm, act rationally and treat the caller as if they were the most valued customer.

• Agents should always be honest with their customers and with themselves. Agents should
never lie, guess or make up an answer. If the customer’s problem is beyond their competence
 level, the agent should politely explain that they will transfer the customer to the lead who can
better address their needs.
• Agents must take a genuine interest in the customer’s question or concerns. This will make the
process more enjoyable for both the agent and the caller.

s • Providing quality service to each customer should be a priority of every call center.