Does anyone have any recommendations for creating a process improvement procedure in a call center environment?

Jay Minnucci, Director, ICMI's Consulting Services, says: Call centers that excel at process improvement will typically tie it in very tightly with the call monitoring process. To start out, try adding a few questions to the bottom of the monitoring form that bring the customer perspective into focus. Some good examples include "What drove this customer to call?", and "What else could we have offered the customer to improve the relationship?". In time, you'll start to see patterns emerge with the answers, and those patterns will provide a starting point for process improvement.

One final note - before you start, you want to make sure that your current processes are being followed consistently. If not, changes won't typically take hold.