Gather relevant information
First of all, you will need to do proper research related to the call centers. Gather all the necessary information and note it down before doing anything else. Read it again and again in order to make sure that nothing is missing.
Mention all the goals
While writing down the entire information, make sure that you clearly mention the goals of the call center. This may vary from one organisation to another, but there will be certain goals, which can be commonly applied to any call center. Write them down first, and then go for the specific ones.
Include examples in the program
Support your program with some examples. It will be good, if you go for some real time examples, as they will give a clear picture on how to handle a particular situation.
Give recommendations regarding implementation
Once all the necessary information is mentioned in the program, write down the ways of implementing it. Once again, you can use examples in this step as well.