Every successful business has a system. Every agent must have a system. Some systems will be more detailed than others. Some people may want to spend hours developing systems while others may want to implement a simple system instead.
It is fine to start out small and simple. You should want to develop checklists for the different tasks you handle. Write out the basics of each task, too.
No matter what type of system you have, the important thing is that have one. A system will allow you to keep your service consistent and at a high level. Your business will be more organized and you will find the work day flows more smoothly than ever.