Call Centre Process

I need to train my call centre on their job duties. Call centres are more than just hotlines... I need them to know how to do all the following; 1- Make Purchase orders from customers calling to make orders 2- Make delivery Requests and followups 3- Take complaints from Customers and follow them up 4- Take any call to get information such as customer satisfaction related and also give information on existing promotions etc... A simple project not a DEEP analysis... Just to get them to know what to follow A Handbook of the steps in graphical or other related meathods