- Owner
- Customer Service Manager
- Effective date
- September 15, 2026
- Review cycle
- Every 12 months
1.Purpose
To make sure inbound customer calls are answered promptly, callers are verified and understood, requests are resolved or routed correctly, and every call is documented consistently.
2.Scope
Applies to live inbound phone calls to the customer service line, from answering through call wrap-up. Email, chat and formal complaint escalations are covered by their own SOPs.
Definitions
- Average speed of answer
- The average time callers wait before an agent picks up.
- Call wrap-up
- The after-call work an agent completes, such as logging notes, before taking the next call.
- Warm transfer
- Transferring a call after briefing the receiving agent, rather than blindly connecting the caller.
- Verification questions
- The standard questions used to confirm a caller's identity before discussing account details.
3.Responsibilities
- Support Agent
- Answers, verifies, resolves or transfers calls, and logs the outcome.
- Team Lead
- Receives transferred calls outside agent scope and reviews call quality.
- Quality Analyst
- Reviews recorded calls monthly for quality and coaching opportunities.
RACI matrix
| Activity | Support Agent | Team Lead | Quality Analyst |
|---|---|---|---|
| Answer and verify the caller | R/A | I | - |
| Resolve or transfer the call | R/A | C | - |
| Log the call and complete wrap-up | R/A | I | - |
| Review calls for quality and coaching | I | C | R/A |
R = Responsible, A = Accountable, C = Consulted, I = Informed
4.Materials and PPE
Materials, tools and systems
- →Phone or call handling system
- →CRM
- →Standard greeting and verification script
- →Knowledge base
- →Call quality scorecard
5.Procedure
- 5.1
Answer with the standard greeting
Support AgentThe Support Agent answers within the target number of rings using the standard greeting, stating the company name, their own name, and offering to help.
Checkpoint: The greeting includes the company name, the agent's name, and an offer to help, every time.
- 5.2
Verify the caller's identity
Support AgentThe Support Agent verifies the caller using the standard verification questions before discussing any account-specific details.
Warning: Never discuss account details before identity is verified, even if the caller sounds familiar or is in a hurry.
- 5.3
Confirm the reason for the call
Support AgentThe Support Agent listens to the caller's request and takes notes, then confirms back what they understood before proceeding.
- 5.4
Research the request
Support AgentThe Support Agent searches the knowledge base and the caller's account history for relevant information to address the request.
- 5.5
Resolve directly if possible
Support AgentThe Support Agent resolves the request directly when it is within their ability and authority, explaining the solution clearly to the caller.
- 5.6
Place the caller on hold correctly
Support AgentIf research takes time, the Support Agent asks permission before placing the caller on hold and checks back at regular intervals rather than leaving them waiting silently.
- 5.7
Perform a warm transfer if needed
Support AgentIf the request is outside the agent's scope, the Support Agent briefs the receiving Team Lead or specialist on the situation before connecting the caller.
Checkpoint: The receiving agent has been briefed with the caller's issue before the caller is transferred, so they don't have to repeat everything.
- 5.8
Summarize before ending
Support AgentThe Support Agent summarizes the resolution or agreed next steps back to the caller before ending the call.
- 5.9
Log the call
Support AgentThe Support Agent logs the call in the CRM with the category, resolution and any follow-up action needed.
- 5.10
Complete wrap-up tasks
Support AgentThe Support Agent finishes any remaining after-call tasks, such as filing notes or triggering a follow-up, within the target wrap-up time.
- 5.11
Flag calls needing follow-up
Support AgentThe Support Agent flags any call that requires further action to the appropriate owner, with a due date and context.
- 5.12
Review calls monthly
Quality AnalystThe Quality Analyst reviews a sample of recorded calls each month against the call quality scorecard and shares coaching feedback with the Team Lead.
6.Quality checks
- →Calls are answered within the target speed of answer.
- →Identity is verified before any account details are discussed.
- →Every call is logged in the CRM with category and resolution.
- →Transfers include a briefing to the receiving agent before connecting the caller.
7.Records
- →Call log entry in the CRM
- →Call recording, where retained
- →Monthly call quality scorecard
8.KPIs
- →Average speed of answer
- →First-call resolution rate
- →Average call handling time
- →Call quality score from monthly reviews
9.Common mistakes
- →Discussing account details before verifying the caller's identity.
- →Performing a cold transfer without briefing the receiving agent first.
- →Ending the call without summarizing the agreed next steps.
- →Skipping the CRM log after a call that felt too quick to bother logging.
10.Revision history
| Revision | Date | Description | Reviewed by |
|---|---|---|---|
| 1.0 | September 15, 2026 | Initial release | Alexa Uskova |
This is a template. Adapt it to your organization, equipment and local regulations before use.
