How to set a call center ?

[anna.savvy]

Due to great growth in call center market i am planing to set up a call center in Cameroon area.

Any body from Central Africa or else other please guide me is it feasible to set up a Call Center and some ideas or guidelines are warmly accepted.

[clintfoot]

How many call centers are operating in the Cameroon area now?

[Solusone]

Hi,

Setting up a call center is challenging sometimes though. If you have a good software and skilled manpower, its not a problem at all. The main thing you have to be careful in setting up ACD (Automatic call distribution ) & IVR (Intelligent voice recognition).If this isn’t to be particularly large Call Centre, you don’t want to be spending a lot of time getting it up and running and looking after it. Scripts for routing calls should be easy to set up, with lots of samples provided and the thing is you have to pick the best call center software which is easy to use & saves your time.

Cheers,
Feebie

[Liquidspoke]

The two major parts of call center are:
ACD (Automatic call Distribution) which handles the calls that are routed to call center agents.
IVR (Intelligent Voice Recognition) which allows you to collect information from callers to use direct calls. So that the caller can select that they are an existing customers or a new customer.
The main feature of agent should be the ability to communicate via instant messaging, able to record call and easily login and log out of the system.

[Loisal]

Start with the calls coming in and track their progress through your system. Points to work on.

i) When are calls arriving? It may seem like a simple question but are you getting peaks and troughs? Is an initial surge causing a ‘knock-on’ effect through the rest of the day?
ii) How does the existing process work? By empowering the agents with the ability to do ONE thing is there a way to reduce call length or reduce the number of repeat calls/callbacks required.
iii) Does the process ‘bog down’ at any point? Is something acting as a speed ramp?
iv) What are the main causes of abandonment? Long wait, complicated call type, or is there some other reason?
v) How is existing technology being used?
I don’t intend to go into the full process here as there are plenty of resources on the market and internet that provide guidelines for how to do it. I will, however, make one proviso. Let your existing staff know what’s happening and that it’s being done for their benefit. I know from experience that the first thing that goes through an agent’s head is “What am I doing wrong?” They know that there are problems from the nature of the work discussed above, and the presence of what can look like a witch-hunting team can drop morale even more. The second thing to go through an agent’s mind will be “My job’s on the line.” Closely followed by “They’re going to make us work harder.” Let them know that it’s for their benefit, solicit their feedback and, above all else, be as minimally intrusive as possible. Just to keep you on your toes. Looking at the points above and taking them in a totally different order from the way they are presented.

[eddiesilva71206]

hi! might want to ask advices and tips from one of the latest call centers established. been operating and earning well because of being highly competent and productive.

[lrsn]

Hi all, I've broken into your private club to ask a question. I'm a fiction writer and I have a character who is a call center employee. How does she answer a call when she is wearing headphones (I assume)? Do they push a button? or type something on the keyboard and if so does the computer monitor alert them that a call is coming in? Can they receive messages from a co-work on their monitors or through their headphones?

[Peternatt]

It is a very difficult task to set a call center.