New Call Centre

[wesbol]

I am in the process of putting together a proposal for a new call centre. The plan is to start with 5 seats and have capability to expand to 100 seats within 18 months.
I would like to know if I am overlooking anything.
We have an empty building and are working from there.
The furniture is covered and I am working on the technology.
So far I am looking at the phone system, Internet access, cabling, ACD, PC's and contact management software. Is there resource information or can someone tell me if I am overlooking something.

Thanks

[Frank A. Engle]

There are many variables involved when building a call center. A few of the variables include:

- Type of center: Inbound, Outbound, Blended

- Type of personnel you will employ

- Vertical market are you serving.

- Inhouse or Outsource?

There are many more.

Unfortunately I can't answer your question the way it is stated without more detail. The best I can offer is that in launching a number of small and large in-house and outsource call centers, my first task was always to develop a strong and comprehensive business plan including financial reports. It is interesting how, once you put an expense to a project, based on your target market and client acquisition cost, what items become essential and what items become a "luxury".

Feel free to contact me to discuss further.

[wesbol]

Frank,

Thanks for the reply. To provide more insight this call centre will be in-house and the plan is to turn it into an outsource call centre.
They will take a blend on inbound and outbound calls.
The personnel will be a combination of customer service reps and technical support reps. The market will be a combination of telemarketing calls and technical support calls.

Thanks
Dan