How to set up a call center?
Starting out a call center?
Here’s everything you should know!
Let’s have a clear picture before we start
- Why does your business need a call center setup?
Call centers are meant to support one or more business objectives so before you go for a call center setup, make sure you have a clear understanding of them. Say, your business goal is to increase customer engagement and retention, deploying a call center technology makes an absolute sense.
- What is your business operations process?
Figure out if your business operations reflect an utter need for a call center. Well, if you really think that to ensure unremitting customer engagement and customer experience, a call center is required, then just go for it!
- What is your call volume?
Is your call volume growing every day? Do you require more customer care agents now to handle these calls? If your answer to both of these questions is ‘Yes’, we recommend you to definitely opt for a call center management software to keep the process smooth and stringently tracked. Your PBX system would probably not be enough to handle this increased call volume, but a good call center solution certainly is!
- What is your business industry?
How much your business should invest in contact center software, depends on the nature of your business- you can either outsource the whole operation or build up an in-house contact center. If you have started running a product-based company, you may certainly end up needing a call center.
Use Cases for Call Centers
Telemarketing and Customer Service
Call Center Solution for Telemarketing
- Telemarketing or telesales agents need to make calls for sales, appointments, and other marketing purposes in order to endorse their products and services. In case the call volume is increasing, your call center needs to have an IVR (Interactive Voice Response) system and call recording capability incorporated. You may also outsource the process
- Telemarketing requires an outbound calling system like ‘Predictive Dialer’ or ‘Auto Dialer’ that automatically dials from a list of telephone numbers. This list can be in an excel sheet or a CRM, depending on the data size.
- Predictive dialing based call center solution increases productive contacts, improves agents’ efficiency, and augments sales via robust features, such as CRM integration, call recording, real-time monitoring, and real-time business intelligence.
How to set up a call center for telemarketing
Agent Productivity Monitoring Software
Inbound Call Center for Customer Service
- Customer service agents contact customers to follow up on a service issue or to notify customers of new products or offers. In case the call volume is increasing, your call center needs to have IVR (Interactive Voice Response) to save you the time and efforts of your agents. In addition, it may have different routing algorithms (skill-based, persona- based, etc.), call record and monitor capability, DID numbers, and missed call management feature.
- Ticket status monitoring and agent productivity monitoring are two important aspects of inbound call centers for customer service. Make sure that your chosen call center solution is fitting up with these capabilities.