A Standard Document setting out sample standard operating procedures (SOPs) for a company to use in connection with its incoming or outgoing call center. The SOPs can be used by companies with domestic or foreign internal or outsourced call centers using voice-over-internet protocol (VoIP) or circuit-switched telecommunications networks. The company must customize these SOPs to conform to, and be consistent with, facts relevant to the call center's business, including industry, structure, and software considerations.