How to Set Up a Call Center: 10 Must-Know Tips for Getting Started
Do you need to see some useful tips on starting up a call center business?
Using AI chatbots is a new business trend for like virtual places like social media. However, this doesn’t mean that businesses and brands are leaving voice customer service channels in the dust. 73% of customers still call customer services to address concerns.
If you want to create a business that focuses on customer service, set up a call center. Below, we’ve got some tips for you on how to set up a call center. Keep reading to find out what they are.
1. Plan Your Call Center Business Goals
For our first tip on how to set up a call center, let’s talk about the big picture. To start, you need to plan long-term and short-term goals. Where do you want your call center to be in five months, and where do you see it in five years?
Be specific in your intentions for the call center. Do you want to create an outbound or inbound call center? Knowing the specifics of your business before you do anything else will help you a lot in the long run.
2. Get the Needed Paperwork
You’re most likely already expecting this step to be the most exhausting one. Even if it is, it’s one of the things you can’t skip or pass onto others. As a business owner, you need to take care of the permits and other paperwork in person.
Also, know that the laws for getting any permits for business will differ for each area. Talk to local government agents or read the laws in your state that discuss what you need to open a call center. Also, if you plan to include offshore services, speak with a lawyer about the papers you’ll need for it.
3. Check for Operational Margins or Parameters
Before you set up your call center, you need to know about any operational limits in the location. Check your existing phone system first. Is it enough to support your operations or do you need to upgrade?
This includes pinpointing anything that can affect the quality of your customer service. Is the office going to be stuffy and uncomfortable for your agents?
These are the things you need to know about if you want to learn how to start a call center.
4. Know Your Budget
This segment echoes the previous point. Your budget is one of those parameters that will define the quality of your setup. It means that if you have a big budget, you can get high-quality tools and equipment.
However, you need to set a budget for ongoing operating costs as well. This is different from your starting costs. Your operating expenses will include statements for the rent, marketing costs, and payroll.
5. Learn How to Set up a Call Center Location
If you plan to create a call center on-site, you need to find a location that follows your requirements. Consider the rent of your location and if it fits your budget. Consider the demographics and population in a city you want to set up your business in.
One of the most useful tips for setting up a call center is to make visits to the location. If you have more than one location in mind, visit each one to find out which will suit your company better. Research on the labor market and fiber providers as well.
6. Hire a Team
The call center business is one that takes a lot of patience and confidence. Your call center agents need to have these two qualities in spades. Remember, they’ll be addressing irritable, rude, and frustrated clients.
Indeed, anybody can apply as a call center agent. However, those who can handle the pressure and stress of the job are rare. The people you want to hire are positive, patient, and skilled at communicating.
7. Form a Training Program
Let’s say you had limited applicants. As a startup business, you have no choice but to accept them and prepare your new agents for the job. To do this, you need to create a training program that can help them hone or develop the skills they need.
Your training program must include the dos and don’ts, helpful tips, and practice calls. Don’t forget to educate them on the tools they’ll use. Tackle situations where they may have trouble addressing a client’s concern.
8. Develop a Disaster Recovery Plan
No matter the size, every business needs to have a disaster recovery plan. This is your guide on how you’ll tackle possible and common problems in your call center. This way, you reduce the impact of disruptions on the network and employees.
Create disaster recovery plans for each element of the business, like the systems and tools. When your plan is ready, you must train for it. Include your managers and/or employees in the training.
9. Find the Right Tools
You can’t start a call center business with only a handful of desktop computers and a fiber connection. You need phone systems, CRMs, and an internal communications system. Let’s also not forget about the software you need for call center operations.
To help find out if your business is doing well, look for performance monitoring and management tools. These tools will help in evaluating your strategies, employees, and general performance. Always check out the benefits of reporting software for your call center.
10. Measure and Assess Your Success
Setting up a call center isn’t only about starting the business. You also need to ensure that your call center succeeds and grows. This is where evaluations for general performances come in.
After a few months from launch, hold evaluations to measure your performance. Make these assessments periodic so you know your customer service quality and productivity. Use your findings to create new strategies and improve the performance of your business.
Make Your Call Center Successful
More businesses are making headway in their respective industries. They need the help of businesses like yours to succeed. In turn, they’ll also help your call center business succeed.
The key is to be wise with your decisions and to stay on track with your goals.
Now you know how to set up a call center. If you enjoyed this business setup guide, check out our other content as well.