Hi all,
I am currently working on defining standard operating procedures for my company which is mainly in outboud telecalling. We have basically divided the porcesses in to - Set up Operations, Ongoing processes - sales room, administration, post sales. I am looking at some help in the direction of defining these topics and processes.

Wonder if few of you might be able to guide me.

Hi Abhilasha,

If you check this thread Chris's listing can be adapted for the OB
Contract.


Help Desk Thread

As I said at the time it's a fantastic document listing.

You just need to add the relevent data.

HTH

DaveA

Thanks Dave,
Can already bifercate most topics below it. But is it possible to get more details, specifically in administration processes.
Cheers
Abhilasha

Err no.

It's a bit hard defining your processes not working for you and all that!

I could make some stuff up but it's unlikely to match how you work!

What you need to do is map the process from end to end then define what the standard method is.

All we here can do is point you in the right direction. We haven't the specific
knowledge required.

The best way would be to Brownpaper. Start at either end (the call or the end sale) and map from one end to the other everything that can happen. Branch off the main process line as required. Look for bottlenecks and go from there

DaveA

Thanks Dave....
(Sheepish Grin) I know I was trying my luck there. Anyways the guideline given certainly helps. Also came across Call centre establishment guidelines posted by australian government on there website. Very elaborate and really help ful.

Guess i better get cracking now.
Cheers
Abhilasha

Hi Abhilasha,
was just wondering if you can let me know the address for australian governments site. i am collecting certain information for personal use and might be of help to me.

Sincere regards,

Jeevan

Greetings Abhilasha!

Your query outlines that your company is in outbound telecalling and you are into business development, by which I presume that you are the on the lookout for bringing in clients.

"I am currently working on defining standard operating procedures for my company which is mainly in outboud telecalling."

It was fun interacting on that occassion( the link that Dave had posted) - and Dave and Chris put together a Beginners' Delight.

The one thing that I'd like to add is if you have an ongoing operation please start documenting it along the lines of that thread - because after all the reading you could end up more at sea.

If you need more assistance, post another message with your mail id.

Have a nice time,
Mahidhar