Just pitching for whatever this is worth to you and all others in the same start-up mode. Assuming you already have defined and established the mission/mandate of your unit, I suggest therefore the following:
1) Define the products supported by this unit
2) Defined the scope of function: inbound (inquiries, requests, complaints), outbound (advisory)
3) Define the role of the CSU in the processing of these inbound and outbound transactions (resolution at first contact, logging, routing, monitoring, coordinating, drafting of reply to complaints, report generation, etc.)
4) Identify all types of inquiries, requests, and complaints, and then determine standard reply/spiel if resolved on first contact
5) If not resolved on first contact, identify the proper units that CSU will be coordinating with. Identify main contact person in each unit.
6) Establish turnaround processing times with these units. This must be concurred by them.
7. Establish the CSU Manual of Operation or the Customer Service Manual (on this regard, please see my comments on the Subject posted in this forum.)
8. Then you need to determine your manpower requirements based on the call traffic as well as target failure rate. There are available models in the internet (Erlang C or Erlang)
9. Determine your technical requirements if you have planned for an automated customer service center (call center type of operation). On this regard, you will probably need a consultant to help you with your requirements.
Hope this helps.