Depends on workflow you are adopting, size of company and direction you are going. Many shops operate completely different i.e. separating call center from dispatch versus having them be one person. Usually size of the company is the driving force behind those. Also, creating a inhouse process for mapping those workflows will create a longer usage for those documents. I'd recommend documenting how you are doing it now and look at friction points within that process and document the improvements. When creating these I always check the knowledge base first and try to adopt it as closely as our processes allow. I will walk through a process and screen shot each step and paste it into a blank sheet. It's a bit chaotic at first but once you create headers it's easier to fill in and customize the text. I tried to attach our how to generic SOP format document here. Hope this helps, hate to give bad advice that could send you the wrong direction. Do you use Nexstar, BDR or any of the other training programs? If so, I'd start there. If not, I would highly recommend any of them. Nexstar has been great for us, outlined our dispatch process very well.
