Setting up a new Call Center

[Chr1s]

Hi all,

we are in the process of setting up a new call-center. We want to start with ticket-hotlines and then broaden our Services.
Right now I'm trying to get an overview of the basic necessities for setting up a call center. This means software, technology, employees and so on.

It would appreciate if you could help me with you experiences.

Many thanks.

Chr1s
Executive Assistant

[Chr1s]

Well, I received a reply yesterday. At least that's what my mailbox said. Now I'm here, it's gone. What happened? Maybe you can post it again, Steve. I'd very much appreciate that.

Thx

[Steve Turton]

Hi Chris:

Not sure what I said....LOL.

My direct email address is: steve@telax.com

I'll send you some information.


Steve

[Chr1s]

Many thanks!

My Email-Address: ccstartup@gmx.biz

[Chr1s]

To everyone else out there:

I'm still very interested in your experiences with setting up a call-center and would be very thankful for your tips.

Chr1s

[mikael]

What's the purpose of your new call center? How does its function tie back to the profit-taking strategy of your company?

[Chr1s]

Hi Mikael,

the strategy of this new CC is quite simple. We want to startup a new company which pupose is to offer CC-Services. So our new CC will be the means to gain profit.
Or do you mean something else?

Chris

[mikael]

So what you are doing is setting up an outsourcing operation? Your customers will be other companies who will retain you to answer their incoming phone calls?

[jeffchow]

Hi Chr1s,
What's the size of the call centre your company intended to setup?

[Chr1s]

@mikael:

basically thats what we're up to. We want to form a company that offers inbound- and outbound-services for paying customers. We want to start with ticket-hotlines because we already would have customers who ask for that service.


Chr1s

[Chr1s]

@jeffchow:

The size is the biggest problem that I see at the moment. Starting from that the number of Interviewers is critical to every other area in a CC, this question is difficult to answer at this point.

I'm looking for a good workforce management software at the moment. I think after interviewing our potential customers and after that knowing their possible needs it will be easier for us to plan the size of the new CC.

Maybe you can tell me another way to determine the size of our CC. I'm thankful for every suggestion.

Chris

[jeffchow]

Hi Chr1s,
The solutions you select will depend on the size of the call centre or the number of calls will land, eg. if 100-120 calls per day, you need 2-3 staff to answer the calls, thus you might not require WFM. To share with you, 2 yrs ago, I run a call centre equipped with Nortel PBX, IVR, Voice Logger, CRM and Genesys CTI for 100 seats which can handled up to 2000 calls per hour, but we have only one project running with 4 agents handled 600 calls per day. We took about 9 months to secure another 2 big projects that take up 70 seats. Before you start, think investment, think ROI, it's chicken or egg first.

[Chr1s]

And thats exactly our peoblem at the moment. And in addition the only know-how we have is market-research-based. So, to be honest, we know nothing about forming a CC-company.

A step-for-step-manual for building a CC would be the ultimate thing. But unfortunately there's nothing like that. Too bad.

I know there's no one recipe for such an undertaking but maybe you can tell me where to start.

Thanks,

Chris

[mikael]

Chris,

A couple of years ago, I wrote a plan for a state government to create a call center that covered some of the same issues you are facing. If you are interested in further discussion, e-mail me at the address below.

[Steve Turton]

Chris:

Exactly what Jeff is saying is why I suggested a Virtual Call Centre first..... no capital investment. It operates exactly the same way as an on prem CC with ACD/IVR components. And then after you start to understand your needs better, you can look at other options (if you even need to do that). By using the VCC you give yourself time to get what you really need, no need to rush into something too big as Jeff is suggesting.... and if you invest too small, you might not be able to expand economically.

With the VCC you can start with 2 agents and build as need be...and you can start off without a main office..... working from Home Offices.

Just not sure where you can find someone with a VCC offering in Germany? And I'm still not convinced that I would want to put all my eggs in the VoIP basket.

Steve@telax.com