Do your call center agents struggle to follow your operating procedures?
Often, companies will give their call center agents the help guides created by technical writers.
The problem is those guides aren't written for your call center agents. They have advanced jargon and instructions for technical personnel. That makes it difficult for your agents to read and follow those guides.
This is why you need custom standard operating procedures (SOPs) for your call center agents. By custom SOPs, I mean you need guides written specifically for your call center agents with the intent that they will use them on a call.
As the Director of Transformational Services at ScreenSteps — a knowledge base software company for writing, storing, and sharing call center procedures — I've worked with call centers to write SOPs and call flows that agents can follow while they are on a call.
Watch this 1-minute video to learn more about the challenges call center agents face when you don't create customized guides for them as well as the benefits of building custom SOPs for your call center agents.
While it takes time to create custom procedures, the benefits of writing custom procedures for your company outweigh the time it takes to write those SOPs. The benefits include:
With ScreenSteps authoring tools, it is fast and easy to create SOPs and call flows that your agents can quickly access and follow. Features — such as foldable sections and checklists — provide agents with the information they need so they don't have to be a caller on hold.
Ready to create custom SOPs for your call center agents?
Download this free SOP template packet. There are five different types of SOPs — including how-to guides and decision trees — to help you create custom guides for your employees.