Example SOPs: Call Or Contact Centre Coach

Call Or Contact Centre Coach SOPs

Creating Standard Operating Procedures for your Call Or Contact Centre Coach work can be difficult and take time. That’s why we’ve created these example Call Or Contact Centre Coach SOPs so you can jumpstart your SOP creation process. We want to help you set up your Customer Service systems and processes by taking these sample SOPs and building out your own SOPs template library. By having all your Customer Service procedures in one place, your team will have the information they need at all times. Let’s look at some Call Or Contact Centre Coach SOP examples.

Call Or Contact Centre Coach SOP Examples

1. Call Quality Monitoring SOP: The purpose of this SOP is to ensure consistent and high-quality customer interactions by monitoring and evaluating calls made by customer service representatives. The scope of this SOP includes defining the criteria for evaluating calls, conducting regular call monitoring sessions, providing feedback and coaching to representatives, and maintaining records of monitoring results. The Call Quality Monitoring Manager is responsible for implementing and overseeing this SOP. This SOP references the Call Scripting SOP and the Customer Service Training SOP.

2. Performance Metrics Tracking SOP: The purpose of this SOP is to track and analyze key performance metrics of customer service representatives to identify areas of improvement and measure their overall performance. The scope of this SOP includes defining the metrics to be tracked, setting performance targets, collecting and analyzing data, generating performance reports, and conducting performance review meetings with representatives. The Performance Metrics Analyst is responsible for implementing and maintaining this SOP. This SOP references the Call Quality Monitoring SOP and the Training Needs Analysis SOP.

3. Coaching and Feedback SOP: The purpose of this SOP is to provide structured coaching and feedback sessions to customer service representatives to enhance their skills and performance. The scope of this SOP includes scheduling regular coaching sessions, conducting one-on-one feedback meetings, identifying areas for improvement, providing guidance and support, and documenting coaching outcomes. The Call or Contact Centre Coach is responsible for implementing this SOP. This SOP references the Performance Metrics Tracking SOP and the Training and Development Plan SOP.

4. Escalation Handling SOP: The purpose of this SOP is to outline the process for handling escalated customer issues or complaints that cannot be resolved at the frontline level. The scope of this SOP includes defining the criteria for escalations, establishing escalation channels and procedures, assigning responsibility for handling escalations, and ensuring timely resolution and customer satisfaction. The Escalation Handling Manager is responsible for implementing and overseeing this SOP. This SOP references the Customer Complaint Resolution SOP and the Customer Service Escalation Matrix SOP.

5. Training and Development Plan SOP: The purpose of this SOP is to create a comprehensive training and development plan for customer service representatives to enhance their skills, knowledge, and performance. The scope of this SOP includes conducting training needs analysis, designing training programs, scheduling training sessions, evaluating training effectiveness, and maintaining training records. The Training and Development Manager is responsible for implementing and maintaining this SOP. This SOP references the Performance Metrics Tracking SOP and the Coaching and Feedback SOP.

6. Customer Complaint Resolution SOP: The purpose of this SOP is to provide a standardized process for handling customer complaints and ensuring their timely resolution. The scope of this SOP includes receiving and documenting complaints, investigating the issues, communicating with customers, resolving complaints within defined timelines, and maintaining complaint records. The Customer Complaint Resolution Specialist is responsible for implementing and overseeing this SOP. This SOP references the Escalation Handling SOP and the Call Quality Monitoring SOP

Call Or Contact Centre Coach SOP Templates

Looking for SOP templates for your Call Or Contact Centre Coach work? We’ve got you covered. You can build out your company SOPs using the sample SOP information above (added to our template) or our team can put together a starter SOPs template based on your Call Or Contact Centre Coach work. Get in touch if you’ve got questions about the quickest way to build out your Customer Service SOPs library.