When most people think about a standard operating procedure, they think about a very formal document that looks something like this.
Every day, your frontline employees are performing thousands of transactions and interacting with thousands of customers. And because of the nature of banking, when they make mistakes it can result in lost money, fines, a loss of trust, and audit findings.
Phase 1: Basics of the intake The first scenario you’ll want to teach your new call center agents how to handle is the intake script. That is the most basic part of the call in a contact center. But, it’s also the most difficult for new reps to master because it often requires reps to control the call.
We use style guides in our day-to-day lives. You may not have noticed because it is such a natural part of communication. No matter which industry you work in, writers use a certain set of written rules.
1. Build a foundation for continuous learning First, teach reps only what they need to know to begin answering calls.
What is impacting employee performance? Do you know why your employees aren’t performing well? Consider:
One common mistake when writing procedures for an ISO audit As I said before, I used to work as a CPA at a Big 4 accounting firm. My job was to audit IT security policies and procedures and make sure they were compliant with NIST.
When your call center is scaling, it’s an exciting time for your company. Unfortunately, it puts a new challenge on your plate — how are you going to hire an influx of employees for your growing call center?