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SOP Manual for Telephone Answering Services

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This article offers a comprehensive examine of “Telephone Answering Services, SOP Manual”. This industry primarily engaged in providing telephone answering services by answering and replaying telephone calls and messages to the clients. Majorly third-party companies are involved in these services behalf of the industry, in order to provide the related service to the clients and also some industry offers toll free and 24/7 services in favour of clients or customers. Dealing the client with their query, tele marketing and sales, and solving the customers complain are the major service that influence the growth of this industry. Development of industrial and commercial activity, increasing of clients and population, advancements in technology and lack of awareness among consumers are the major facts that drive the demand for service in the global market. Build–operate–transfer (BOT) or build–own–operate–transfer (BOOT) are the advanced and automatic technology, which provides the service automatically to the clients and these systems will determine their work according to the defined program. North American region dominates the global telephone answering service in terms of providing quality service to the customers. The Global telephone market has attained significant growth over past few decades and the growth is expected to increase in upcoming forecast period.

Industry’s Subsector:

  • Answering services, telephone
  • Emergency telephone dispatch (i.e., contractor) services
  • Local call centers
  • Message services, telephone answering
  • Telephone answering services
  • Telephone call forwarding services
  • Voice mailbox services
  • Wakeup call services

1. Standard Operating Procedures (SOP) Manual for Accounts Department
2. Standard Operating Procedures (SOP) Manual for Finance Department
3. Standard Operating Procedures (SOP) Manual for Customer Service
4. Standard Operating Procedures (SOP) Manual for CRM Department
5. Standard Operating Procedures (SOP) Manual for Credit Department
6. Standard Operating Procedures (SOP) Manual for Treasury Department
7. Standard Operating Procedures (SOP) Manual for Human Resources (HR) Department
8. Standard Operating Procedures (SOP) Manual for Training Department
9. Standard Operating Procedures (SOP) Manual for Learning & Development Department
10. Standard Operating Procedures (SOP) Manual for Administration Department
11. Standard Operating Procedures (SOP) Manual for Front Office

12. Standard Operating Procedures (SOP) Manual for House Keeping
13. Standard Operating Procedures (SOP) Manual for Safety Department
14. Standard Operating Procedures (SOP) Manual for Security Department
15. Standard Operating Procedures (SOP) Manual for Facilities Management Department
16. Standard Operating Procedures (SOP) Manual for Vigilance Department
17. Standard Operating Procedures (SOP) Manual for Legal Department
18. Standard Operating Procedures (SOP) Manual for Information Technology (IT) Department
19. Standard Operating Procedures (SOP) Manual for Sales & Marketing Department
20. Standard Operating Procedures (SOP) Manual for Design & Engineering 
21. Standard Operating Procedures (SOP) Manual for Procurement Department
22. Standard Operating Procedures (SOP) Manual for Production
23. Standard Operating Procedures (SOP) Manual for SRM Department
24. Standard Operating Procedures (SOP) Manual for Supply Chain Department
25. Standard Operating Procedures (SOP) Manual for Warehouse
26. Standard Operating Procedures (SOP) Manual for New Product Development Department
27. Standard Operating Procedures (SOP) Manual for Research and Development  
28. Standard Operating Procedures (SOP) Manual for Quality Department
29. Standard Operating Procedures (SOP) Manual for Calibration Department
30. Standard Operating Procedures (SOP) Manual for Maintenance Department

Industry Process:
The representative or call executive will be trained regarding the products, and they need to have a crystal-clear view on the product, so that they can answer the query to the clients regarding the product. In this industry processes, the query or complaint will be well investigated by the employee from the client and the employee need to provide quality service and solution regarding the problem and query. Tele marketing are the booming sector, where the sales and marketing for the product is done through the telephone services. After the service, the call session will be rated by the client according to their experience and this rating helps to enhance the career of the call executive.


Types of Department or Services Available in this Industry:

Inbound Call Centre Services:

  • Telephone Answering
  • Cell Phone Answering
  • Medical Answering
  • Overflow/After-hours
  • Appointment Management
  • Building Maintenance
  • Customer Service
  • Direct Response
  • Disaster Response
  • Dispatch
  • Emergency Call Centre Services
  • Help Desk
  • Hotlines
  • Live Chat
  • Loyalty Programs
  • Order Processing
  • Recall
  • Virtual Receptionist

Outbound Call Centre Services:

  • Appointment Setting
  • Collection Reminders
  • Lead Generation
  • Insurance Sales
  • Market Research
  • Mystery Shopping
  • Payment Protection
  • Event Registration
  • Telesales
  • Telemarketing
  • Warranty Programs

Automated Services:

  • Appointment Reminders
  • Dealer Locator
  • Email Management
  • Fax
  • Follow Me
  • Holiday Greeting
  • Interactive Voice Response
  • Online Scheduling
  • SMS Text
  • Voicemail

Delegate (BPO):

  • Delegate (BPO) Overview
  • CRM Hosting
  • Fulfillment
  • TTY IP Relay Service
  • Voice-to-CRM
  • Voice-to-Email
  • Voiceover Talent

Typical Designation in this Industry:

  • Call Centre Advisor
  • Team Leader/Manager/Supervisor
  • Call Centre Manager
  • Head of the Call Centre
  • Customer Services Director
  • Digital Contact Director
  • Operational Manager
  • Resource Planning Manager
  • Human Resources (HR)
  • Trainer
  • Coach

International Standard Regarding this Industry:

Here is the list of world leaders in this Industry:

Journals and Magazine Related to this Industries:

SOP Manual for Telephone Answering Services

Research By : Udhay Sankar

 

Written by SOP Team

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