Objective: To ensure consistent and high-quality customer service through efficient call handling and response procedures.
Scope: This SOP applies to all customer service agents handling inbound calls.
Procedure:
1. Call Answering:
- Answer incoming calls promptly within three rings.
- Greet the caller professionally using the call script: "Hello, you've reached [Company Name]. This is [Your Name]. How may I help you?"
- Tailor the opening statement based on the caller's reason for contacting.
2. Call Handling:
- For Order Status Inquiries, affirm understanding of the request: "I understand you have a question about your recent order. I'll do my best to provide you with the information you need."
- If the call purpose is Undefined, ask for more details: "Could you please provide me with a brief description of the issue you're facing?"
- Show empathy and active listening throughout the call: "I'm here to help you with any questions or concerns you may have."
3. Additional Tips for Agents:
- Maintain a pleasant and enthusiastic tone throughout the call.
- Request permission before placing the caller on a brief hold if necessary.
- Address the caller by their name to personalize the interaction.
- Inform the caller about any escalation or transfer process as required.
- Use courteous and professional language at all times.
- Ensure the caller is not waiting for more than 45 seconds.
- Transfer all sales-related calls to the Inside Sales team.
- Make the caller feel valued and understood.
- If an extended hold time is anticipated, inform the caller and offer to call back.
Screenshots and Flowchart (Attachments)