Example SOPs: Contact Centre Information Clerk

Contact Centre Information Clerk SOPs

Creating Standard Operating Procedures for your Contact Centre Information Clerk work can be difficult and take time. That’s why we’ve created these example Contact Centre Information Clerk 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 Contact Centre Information Clerk SOP examples.

Contact Centre Information Clerk SOP Examples

1. Call Handling SOP: The purpose of this SOP is to provide guidelines for handling incoming and outgoing calls efficiently and professionally. It includes instructions on greeting callers, verifying their identity, documenting their inquiries or issues, and providing accurate and timely information or assistance. The scope of this SOP covers all contact center information clerks responsible for handling calls. The person responsible for this SOP is the contact center supervisor. This SOP references the Customer Inquiry Documentation SOP for documenting caller inquiries.

2. Email Response SOP: The purpose of this SOP is to establish a standardized process for responding to customer inquiries or issues received via email. It outlines guidelines for acknowledging emails promptly, addressing customer concerns, providing accurate information, and ensuring timely responses. The scope of this SOP covers all contact center information clerks responsible for handling email inquiries. The person responsible for this SOP is the contact center supervisor. This SOP references the Customer Inquiry Documentation SOP for documenting email inquiries and the Escalation Procedure SOP for handling complex or unresolved issues.

3. Live Chat Support SOP: The purpose of this SOP is to define the procedures for providing live chat support to customers visiting the company’s website. It includes guidelines for initiating chats, responding promptly, addressing customer queries, and resolving issues efficiently. The scope of this SOP covers all contact center information clerks responsible for providing live chat support. The person responsible for this SOP is the contact center supervisor. This SOP references the Customer Inquiry Documentation SOP for documenting live chat interactions.

4. Knowledge Base Management SOP: The purpose of this SOP is to outline the procedures for creating, updating, and maintaining a comprehensive knowledge base for contact center information clerks. It includes guidelines for organizing information, ensuring accuracy and relevance, and regularly reviewing and updating the knowledge base. The scope of this SOP covers all contact center information clerks responsible for accessing and utilizing the knowledge base. The person responsible for this SOP is the contact center supervisor. This SOP references the Customer Inquiry Documentation SOP for documenting knowledge base updates.

5. Complaint Handling SOP: The purpose of this SOP is to establish a standardized process for handling customer complaints effectively and efficiently. It includes guidelines for actively listening to customers, empathizing with their concerns, investigating the issues, proposing appropriate solutions, and following up to ensure customer satisfaction. The scope of this SOP covers all contact center information clerks responsible for handling customer complaints. The person responsible for this SOP is the contact center supervisor. This SOP references the Escalation Procedure SOP for escalating unresolved complaints.

6. Quality Assurance Monitoring SOP: The purpose of this SOP is to define the procedures for monitoring and evaluating the performance of contact center information clerks to ensure adherence to quality standards. It includes guidelines for conducting regular call or chat monitoring, providing feedback and coaching, and documenting performance evaluations. The scope of this SOP covers all contact center supervisors responsible for monitoring and evaluating contact center information clerks. The person responsible for this SOP is the contact center manager. This SOP references the Call Handling SOP, Email Response SOP, and Live Chat Support SOP for evaluating adherence to specific procedures.

7. Data Entry and Documentation SOP: The purpose of this SOP is to establish guidelines for accurately and efficiently entering customer information and documenting interactions in the company’s database or CRM system. It includes instructions for data entry protocols, ensuring data integrity, and maintaining proper documentation of customer interactions. The scope of this SOP covers all contact center information clerks responsible for data entry and documentation. The person responsible for this SOP is the contact center supervisor. This SOP references the Customer Inquiry Documentation SOP for documenting specific customer interactions.

8. Escalation Procedure SOP: The purpose of this SOP is to provide a structured process for escalating customer inquiries or issues that cannot be resolved at the contact center information clerk level. It includes guidelines for identifying escalation triggers, documenting relevant information, and transferring the inquiry or issue to the appropriate department or supervisor. The scope of this SOP covers all contact center information clerks responsible for escalating customer inquiries. The person responsible for this SOP is the contact center supervisor. This SOP references the Complaint Handling SOP for escalating unresolved complaints

Contact Centre Information Clerk SOP Templates

Looking for SOP templates for your Contact Centre Information Clerk 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 Contact Centre Information Clerk work. Get in touch if you’ve got questions about the quickest way to build out your Customer Service SOPs library.