A Call Center Setup: What Is It?

A Call Center Setup: What Is It?

These days, internet-based phone services are the mainstay of call centers. In addition to streamlining customer service, it gives agents access to consumer data so they can deliver first-rate assistance.

 Call centers now have an advantage because to the introduction of cloud-hosted call centers, which allow operators to answer client questions without physically being in the same building or location.

Setting up a call center used to be costly and time-consuming. These centers are currently enjoying a high level of flexibility and growth since the VoIP BPO setup arrived. These cloud-hosted VoIP call centers are now able to create various plans, layouts, and systems that are appropriate for their own purposes.

How Much Does It Cost to Set Up a Call Center?

The size of your company and the kind of call center you decide to put up are the main factors influencing a BPO setup cost. But because to VOIP technology and cloud-based software, businesses of all sizes may now quickly establish new call centers across the globe. In addition to a reliable internet connection and software, the bare minimum setup consists of a single phone, a desk, and a headset.

How Can a Call Center Be Set Up?

It only takes a few minutes to set up a call center hosted on the SaaS cloud.

1. Identify The Call Center Type You Require

Setting up an inbound call center

Setting up an outbound call center

Combined call center architecture

The phone is still the most popular support channel, even with the recent explosive growth of digital communication channels and the growing need for self-service assistance. In fact, 59% of customers prefer making traditional phone calls to a customer service agent, per a Salesforce survey. One of the most effective and economical ways for companies to market and sell their goods and services is through phone sales, which are also here to stay.

You’ve come to the correct place if you want to open a call center business in 2024 or later. Although starting your own call center, whether it be inbound, outbound, or hybrid, may seem too difficult, understanding exactly what to do will quickly allay your worries.

Ten Steps to Launching a Call Center Business

1. Create a business plan and set goals for your call center.

Building a call center involves meticulous planning, just like any other business. Have a clear idea of why you want to open a call center and list the objectives you hope to accomplish before you actually begin building one. However, make sure that these objectives are clear, attainable, and consistent with your larger business goals, taking into account your current budget and available resources.

2. Select the Type of Call Center

Call centers that are inbound, outbound, or blended

Types of call centers: Call centers that are inbound, outbound, or blended

Call center inbound

The majority of incoming calls from current clients, customers, or prospects are handled by inbound call centers. For general customer service, technical assistance, order processing, payment processing, return and exchange processing, upgrading and renewal requests, appointment scheduling, and inbound sales, businesses set up inbound call centers. E-commerce and retail, travel and hospitality, healthcare, finance, and insurance are the sectors that typically gain the most from inbound call centers.

Call center for outbound calls

Agents in outbound call centers make outgoing phone calls to potential clients or consumers. Lead generation, telemarketing, sales campaigns, appointment scheduling and reminders, debt collection, and marketing are all popular uses for outbound contact centers.

CSAT surveys, research, etc. Call center software with auto dialing features is necessary for outbound call center services since it allows you to automate the dialing process, saving agents from having to manually dial each number.Call center remote

Usually driven by outsourcing, remote call centers are fully offshore call centers. Since remote call centers are far less expensive than on-premises options, they may be the best choice for startups and small enterprises who don’t want to pay for gear, office supplies, or actual office space. Additionally, it gives you access to a larger pool of talent and gives agents more freedom.

Omnichannel contact center versus call center
Call center

You would essentially need to buy a business phone system with call-handling features like IVR, call routing, call forwarding, call transfer, call queueing, call recording, call reporting and analytics, click-to-call, auto dialing, etc. if you want to set up a traditional call center where agents will only handle voice communications.

Multichannel contact center

Setting up an omnichannel contact center that combines digital and voice channels, such as social media, live chat, SMS, email, and instant messaging apps, may be a good idea if you intend to manage client interactions via a variety of communication channels. Agents will be able to handle all interactions from a single platform with an integrated solution, removing the need to navigate between apps.

3. Establish a Budget

A pie chart showing the distribution of call center starting costs

The total cost of setting up a call center will ultimately depend on a range of factors, such as the setup type, software and hardware, required features, the number of employees, etc.

Here’s what you should consider when putting together your budget:

Office space and hardware: In addition to office space and office equipment expenses, running an on-site call center will also require you to pay for the hardware and infrastructure, not to mention ongoing maintenance fees and updates. However, you can eliminate office and hardware expenses by setting up a remote call center.
Call center software: Take into account software licenses and set-up costs for on-premises tools and monthly