Call Center Escalation Matrix
Posted: Thu Dec 12, 2024 10:01 am
Standard Operating Procedure: Definition, Purpose, Examples and Templates
By Jennifer Gaskin , Sep 07, 2023
Standard Operating Procedure
Have you ever wondered why the food you get at one chain restaurant in one city is exactly the same as at any other? One of the main reasons is that these types of companies use a tool called standard operating procedure, or SOP.
SOPs are used across all industries, with many organizations employing dozens of them to ensure consistently high-quality work across the team. SOPs can consist of a simple bulleted list of action items, but effective employee onboarding and training benefits from the introduction of visual elements.
Let’s look at the basics of SOPs, why your organization needs them, and why using Venngage templates can help engage your team, making your training and development efforts stronger.
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What is a PCOS?
What is the format of a standard operating procedure?
What are the different types of PCOS?
How to write an SOP
Why you should use visuals in SOPs
Questions about standard operating procedures
What is a PCOS?
SOP (Standard Operating Procedure) stands for “standard operating procedure” – a set of step-by-step instructions for completing a task. If you’ve ever assembled IKEA furniture, you’ve probably come across a version of a standard operating procedure in the form of an instruction manual.
Objective of SOP
When used across an organization for many different types of tasks, a standard operating procedure helps ensure consistency and quality in work performance. Companies use SOPs both for new hires and to train team members on new equipment, procedures, or tasks.
Examples of Standard Operating Procedure
Possible PCOS include:
Checklist for publishing
Claims process
Maintenance checklist
Review of results
Disaster preparedness
HR Checklist
Safety procedure
Here is an example of a standard operating procedure for a vegan supermarket. This SOP can be used for new employees working here: it shows the store hours, opening and closing procedures, store policies such as returns and exchanges or promotions and sales, etc.
standard-operating-procedure-vegan-supermarket
CREATE THIS INFOGRAPHIC TEMPLATE
What is the format of a standard operating procedure?
There is no single format for SOPs, and in most organizations, team Sale Leads Democratic Republic of the Congo Email Address members will need access to multiple SOPs as they will likely be performing more than one task.
But the most effective SOP formats are checklists, presentations, brochures, and infographics—we'll explore some examples of SOPs in these formats in a minute.
Check out : 15+ SOP Checklists to Improve Workflow and Ease Training
Back to index
Different types of SOPs, examples and templates
Since the purpose of SOPs depends on the task at hand, there are many types of SOPs. But their goals are all the same: to create consistently high-quality work that can be repeated over time.
Let's look at some examples of SOP formats that you can use in your organization.
Escalation matrix
Standard Work Instructions
Manuals and documentation
Checklist
Process
Escalation matrix
Understanding the flow of issues is important in a customer service context, so organizations that use call center technologies or large customer service departments would benefit from SOPs designed like this pager escalation matrix .
escalation matrix
CREATE THIS INFOGRAPHIC TEMPLATE
SOP documents that help team members navigate tricky situations are especially useful for training new workers or getting veterans up to speed on a new process or system.
Back to list of PCOS types
Standard Work Instructions
At their most crucial, SOPs help people understand exactly how to do their jobs. Sometimes the guidance is broad, but often, tasks need to be explained in detail. Process explanations and standard work instructions can be useful for almost any job in your organization.
By Jennifer Gaskin , Sep 07, 2023
Standard Operating Procedure
Have you ever wondered why the food you get at one chain restaurant in one city is exactly the same as at any other? One of the main reasons is that these types of companies use a tool called standard operating procedure, or SOP.
SOPs are used across all industries, with many organizations employing dozens of them to ensure consistently high-quality work across the team. SOPs can consist of a simple bulleted list of action items, but effective employee onboarding and training benefits from the introduction of visual elements.
Let’s look at the basics of SOPs, why your organization needs them, and why using Venngage templates can help engage your team, making your training and development efforts stronger.
START CREATING FOR FREE
Click to advance:
What is a PCOS?
What is the format of a standard operating procedure?
What are the different types of PCOS?
How to write an SOP
Why you should use visuals in SOPs
Questions about standard operating procedures
What is a PCOS?
SOP (Standard Operating Procedure) stands for “standard operating procedure” – a set of step-by-step instructions for completing a task. If you’ve ever assembled IKEA furniture, you’ve probably come across a version of a standard operating procedure in the form of an instruction manual.
Objective of SOP
When used across an organization for many different types of tasks, a standard operating procedure helps ensure consistency and quality in work performance. Companies use SOPs both for new hires and to train team members on new equipment, procedures, or tasks.
Examples of Standard Operating Procedure
Possible PCOS include:
Checklist for publishing
Claims process
Maintenance checklist
Review of results
Disaster preparedness
HR Checklist
Safety procedure
Here is an example of a standard operating procedure for a vegan supermarket. This SOP can be used for new employees working here: it shows the store hours, opening and closing procedures, store policies such as returns and exchanges or promotions and sales, etc.
standard-operating-procedure-vegan-supermarket
CREATE THIS INFOGRAPHIC TEMPLATE
What is the format of a standard operating procedure?
There is no single format for SOPs, and in most organizations, team Sale Leads Democratic Republic of the Congo Email Address members will need access to multiple SOPs as they will likely be performing more than one task.
But the most effective SOP formats are checklists, presentations, brochures, and infographics—we'll explore some examples of SOPs in these formats in a minute.
Check out : 15+ SOP Checklists to Improve Workflow and Ease Training
Back to index
Different types of SOPs, examples and templates
Since the purpose of SOPs depends on the task at hand, there are many types of SOPs. But their goals are all the same: to create consistently high-quality work that can be repeated over time.
Let's look at some examples of SOP formats that you can use in your organization.
Escalation matrix
Standard Work Instructions
Manuals and documentation
Checklist
Process
Escalation matrix
Understanding the flow of issues is important in a customer service context, so organizations that use call center technologies or large customer service departments would benefit from SOPs designed like this pager escalation matrix .
escalation matrix
CREATE THIS INFOGRAPHIC TEMPLATE
SOP documents that help team members navigate tricky situations are especially useful for training new workers or getting veterans up to speed on a new process or system.
Back to list of PCOS types
Standard Work Instructions
At their most crucial, SOPs help people understand exactly how to do their jobs. Sometimes the guidance is broad, but often, tasks need to be explained in detail. Process explanations and standard work instructions can be useful for almost any job in your organization.