Are you considering starting a call center? With lots of companies venturing into outsourcing their call operations, owning a call center remains a rewarding business in 2020. Here are the tips for setting up a call center from scratch.
- Plan the Focus, Industry, and Setup of Your Call Center
Focus: The focus of your call center defines the services you will offer. You can specialize in responding to incoming calls or outbound calls only. Inbound call centers focus on services such as customer support, as well as replying to questions and taking orders, but don’t make calls to customers. Outbound call centers primarily specialize in outgoing calls. They conduct surveys, set up appointments, cold call for deals, and engage in telemarketing.
Industry: Remember that business needs for particular occupations—like the health sector—demand a level of knowledge that you might lack. Cautiously assess would-be customers you’re at ease doing business with when choosing the kinds of opportunities that comes your way.
Setup: Your setup governs the configuration of your call center. You can run either a virtual or an on-site call center. Virtual call centers are usually fully remote. Most of your operations and interactions will be online, as most of your workers will possibly work from home. Each employee will need a wireless router and a home network from an internet service provider with a stable internet connection. The best wireless routers to set up are those with gigabit Ethernet ports that have CPUs that can handle the load needed to support outgoing and incoming data processing at optimum network connection rates. On-site call centers run from a central place. Your staff will operate from a physical office that will handle all your work.
- Sort Out the Paperwork
Obtain the required licensing and other legal documents that your kind of business might need. Even for a virtual call center, you might need to file paperwork, so cautiously read the existing regulations and laws. If your plan is to offshore your call center, you might need a lawyer’s services to complete the obligatory paperwork. Countries have different business laws, thus you should understand them before setting up your business.
- Decide How Many Employees You Need
You require the right number of personnel to run a prosperous call canter. Understaffing will make you miss your targets, and overemployment might lead to unnecessary costs and management challenges. Analyzing your call center set up can enable you to arrive at the right number of employees and HR software.
For instance, if you plan to operate a virtual call center, start with a small experienced team. This type of group is easier to manage and already knows the industry’s details. Employ people experienced in effectively connecting with callers, upholding high service standards, and empathizing with clients.
- Use the Right Tools
A busy call center handles a high number of calls on a daily basis. A simple phone system can’t manage such an enormous workload. You need to have a steadfast business phone system and internet connection in order to function. Some options include:
Private Branch Exchange (PBX): These systems function via traditional phones and physical phone lines. It is a worthy alternative if you have rented out office space on a long-term basis and are operating an on-site office.
Internet Protocol Private Branch Exchange (IP PBX): This system operates through Voice over Internet Protocol (VoIP). Agents can use phones routed through a Wi-Fi connection, and you can place its server remotely or in-house.
Virtual Voice over Internet Protocol (VoIP): Virtual VoIP operates on a wireless network and doesn’t need hardware setup as every call occurs on your desktop or through an app. You only require a pair of headphones and a router. A good Wi-Fi router and a Mu-Mimo device with Ethernet ports might also enhance your VoIP system. It is an excellent option for a virtual call center. It blends well with Oracle call center software—the Oracle service cloud—and Five9 call center software.
Customer Relationship Management (CRM) System: Agents require an easy way of storing and accessing client registers. A CRM stocks all of your customer records and avails it to your agents at great speed when the need arises. You can handle hundreds of contacts with the click of a button.
Get your call center up and functioning by following the above tips.