There are a lot of call center software solutions providers and call center management companies to help you take care of the whole process. However, you need to know the steps involved in starting a call center from scratch. This article will talk about each and every step involved in this process.

Steps involved in building a call center from scratch

1.    Not just a call center, no matter what type of business you are planning to start, you need a company description. This description should involve what type of call center you are planning to start, type of clients and so on.

For instance, if you are planning to start third party collection call center, you would need the requisite outbound set up, including a robust cloud contact center software, the related paper work and so on.

2.    Let us consider that you are starting a telemarketing call center. You need to list down the requirements. The top requirements include a complete software package to run the whole process (in this example, you would need the best telemarketing software), hardware elements, people, process structure, physical area and so on. This list can be classified as people, process, system and support.

3.    Set up a budget for each process. You can buy the best available cloud customer service software or choose a cheaper version initially, based on your budget. Stick to your budget strictly. You can reduce certain resources during the initial period, if needed.

4.    All the call centers should have a high quality phone line, internet and related hardware. You can either purchase lease lines, phones and other elements by yourself or hire a customer contact center software solutions company and let them set up the infrastructure, phone lines, RFI and others. This is a large investment in the whole process. Thus, make sure to choose the best call center software company.

5.    Now that the infrastructural and other requirements are fulfilled, let us focus on internal structure of the organization. You need an organization hierarchy, departmental structure, policies, vision, mission, corporate ethics, and so on. You should have a process and rules that are easy to adhere and follow.

6.    The next element to consider is the operational capacity. With the infrastructure and resources you hold, how much traffic can you manage?

Take your mission statement and understand which key areas are of prime importance to the company. Adjust resources, staffing and others accordingly.

The first six months can be a trial and error period. By the end of this period, you should have a better understanding of resource, support and management requirements. Remember to adjust the facilities, transport and security resources before you start hiring the revenue creating staff.

The next step is to start the company. It is a wise decision to start the company on a scale that is manageable and commensurate with the resources you have at your disposal. You can concentrate on a minimum number of clients, gain their goodwill and then grow your business.

The step stated above might look easy and simple. However, hundreds of practical problems, industrial pressure and other issues will arise from day one. Do not have a very high expectation in terms of profit for the first two years. Set a target of, say, a 15% increase in revenue initially.

As you grow, you can increase your traffic, client list and also add one or more customer centers to your business. If you end up owning more than one customer call center, the outbound call center software that you use must be efficient enough to manage all your multiple work streams, teams, locations, and manage all the companies from one place.