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THE ABC OF SETTING UP A CALL CENTER

One of the most critical factors in the success of a call center is the planning aspect. If the call center is established without proper planning, a roadmap and vision, then the desired results in operations, growth and customer satisfaction cannot be achieved. Therefore, the planner must work out detailed strategy for the following items:

1. Identify the call center services to be provided to the callers

2. Decide on traffic volumes such as how many calls can be received by your call center

3. Decide on which number your customers will call to reach you

4. Consider human resources requirements, talents, headcount

5. Arrange The physical infrastructure requirements

6. Choose a call center solution provider on the basis of prior experience, focus and specialty, reference of existing customers

7. Ask the solution provider to arrange visit to some existing call centers

8. Physical setup of call center, connectivity, hardware and software solutions, testing, training

9. Carry out fine tuning and adjustments

10. Launch your call center services by announcing the availability of the call center. Advertise and educate your callers.

The Bottom Line

Be sure to partner with the industry professionals that have clean track of performance, dedication and commitment. Remember, a call center solution is not a box with a part number; it is a combination of the approach, the right technology, tight integration, software development and consulting services, local presence and prompt services after the installation. It should also be remembered that blindly going after a big brand name will not necessarily guarantee the success of your mission, unless there are right people behind the solution.

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